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About the role
- Contact Centre Technologies Software Engineer II designing technology solutions for North American contact centers. Collaborating with engineering and delivery teams to enhance service performance.
Responsibilities
- The Contact Centre Technologies Software Engineer II is responsible for providing design guidance and creating practical technology solutions that both meet business needs while adhering to enterprise design guidelines and principles (i.e. low-cost, shared infrastructure, high-availability, flexible, and secure).
- Specifically the CCT Solution Engineer will: Provide domain-specific detailed design guidance and thought leadership, Develop infrastructure design and costing for business and IT initiatives, and Provide subject matter expertise for strategy and standards development.
- Reporting to the Senior IT Manager, the successful candidate will help define and develop the Bank’s North American contact centre infrastructure vision for a more-integrated, secure, global, and high performance future.
- Specifically, he/she will design solutions that align with an over-arching strategic roadmap for a holistic North American Contact Centre strategy involving >10k reps spread across several sites in Canada and the US.
- Success in this role will be determined by the successful candidate’s ability to work closely with peers in engineering, delivery and operations, collaborate with the business technology group, and navigate the process of a large organization.
- Operate in the Next Evolution of Work (NEW) which is focused on agile methodology.
- Develop, customize, and maintain Cisco ICM scripting for advanced call routing and queuing strategies.
- Design and implement call flows in Cisco CVP/ICM environments based on business requirements.
- Configure and maintain Cisco Unified Communications Manager (CUCM) settings.
- Integrate Cisco call routing solutions with third-party applications such as CRM systems, workforce management tools, and databases.
- Diagnose and resolve issues related to call routing, voice quality, and system performance.
- Monitor and analyze call flows to identify and address bottlenecks or inefficiencies.
- Work closely with business stakeholders to gather and understand call flow requirements.
- Collaborate with contact center operations teams to implement routing strategies that enhance customer experience.
- Provide technical support and expertise to IT and operational teams.
- Optimize call routing configurations to improve efficiency and reduce call handling times.
- Ensure compliance with SLAs and regulatory standards related to telecommunications.
- Stay updated with the latest Cisco Unified Communications technologies and recommend improvements.
Requirements
- Proven experience as a Cisco Call Routing Developer or similar role in Unified Communications.
- In-depth knowledge of Cisco Unified Contact Center Enterprise (UCCE)
- Cisco Customer Voice Portal (CVP)
- Cisco Unified Communications Manager (CUCM)
- Cisco Intelligent Call Manager (ICM) scripting
- Experience with voice gateways, SIP trunking, and VoIP technologies.
- Familiarity with integration of third-party tools (e.g., Salesforce, Genesys, NICE, or similar platforms).
- Strong understanding of IVR (Interactive Voice Response) systems and VXML programming.
- Knowledge of networking protocols (SIP, RTP, TCP/IP).
- 5 yrs. experience with Cisco Unified communications products (Cisco Unified Communications Manager, SIP Trunking, CUSP, ASR and ISR Unified Border Elements, Unity Connection, Cisco Emergency Responder) SRST, E911, PS ALI
- 5 yrs. experience with Cisco Contact Center Enterprise (UCCE), Customer Voice Portal (CVP), and Cisco Unified Communications Manager (CUCM)
- 5 yrs. in the contact centre domain with a variety of technologies and contexts (e.g. call recording, routing, reporting, IVR, CTI, IPT, etc.)
- Broad network exposure: routing, switching, VOIP, MPLS, SIP, etc. (ideal)
- 5 yr. in strategy and/or planning and/or development of large contact centre infrastructure including with design, integration, deployment, and upgrading
- 3 yrs. Architecture/design involvement
- Technical diploma or bachelor degree in Computer Science, and Cisco contact centre-related education or certification (ideal).
Benefits
- health and well-being benefits
- savings and retirement programs
- paid time off
- banking benefits and discounts
- career development
- reward and recognition programs
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