Senior Routing Support Engineer – Contact Center
Assurant is seeking a Senior Routing Support Engineer to join our Contact Center Delivery Team. The Routing Engineer will be responsible for the design, implementation, maintenance, and troubleshooting of our Cisco routing infrastructure, with a specific focus on integrating and optimizing call routing within our Cisco Unified Contact Center Enterprise (UCCE) environment. This individual will leverage their expertise in call routing and ICM scripting to develop and manage complex call flows, ensuring efficient and seamless customer interactions.
This position will be in Hyderabad at our India location.
Work Timings: 3:30 PM IST ~ 12:30 AM IST.
What will be my duties and responsibilities in this job?
- Participate in the design and planning of Cisco Contact Center solutions, with a specific focus on routing strategies.
- Develop, test, and deploy complex ICM scripts for call routing, agent assignment, and IVR interactions within Cisco UCCE.
- Act as liaison with AT&T Account team.
- Oversee the administration of Toll-Free Numbers / DIDs, which includes tasks like provisioning, RespOrgs, porting, routing, and ensuring compliance with regulations.
- Configure, manage, and troubleshoot call routing and toll-free number configurations within the AT&T RouteIt platform. This includes designing and implementing network-level call routing logic/plans, collaborating with the carrier on service provisioning, Terminations (TRNT, Non-TRNT, Eckoh), AT&T in-cloud prompting, AT&T Announcements, Routing Schedules / Overrides, and Issue Resolution.
- Management of internal TFN Database Portal.
- Collaborate with Contact Center team and business stakeholders to gather requirements and implement routing logic and integrations that meet specific business needs and priorities.
- Integrate the contact center platform with other enterprise systems such as CRM, workforce management (WFM), and analytics platforms.
- Manage and troubleshoot complex issues related to call routing, call quality, agent connectivity, and system performance, providing Tier 2/3 support to resolve problems efficiently.
- Proactively monitor system performance, perform capacity planning, and recommend optimizations based on call volume trends and customer needs.
- Create and maintain detailed documentation of architecture, configurations, call flows, and operational procedures to ensure clarity and compliance.
- Lead or assist in system upgrades, patches, and migrations, potentially including transitions to cloud-based platforms like Webex Contact Center.
- Design, configure, implement, and support contact center solutions within the NICE CXone environment.
- Administer and support NICE CXone functionality, including user provisioning, skill assignment, campaign setups, and system-wide configurations.
What are the requirements needed for this position?
- Bachelor’s degree in Computer Science, Management Information Systems, and/or applicable Cisco Certifications.
- 5+ years of experience in the following areas:
- Enterprise Toll-Free number transport, call routing, and management services.
- Cisco UCCE and ICM scripting, including experience with ICM Script Editor.
- Cisco Finesse.
- Cisco Outbound Dialer option.
- Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, and Cisco CVP.
- AT&T RouteIt platform for carrier-level call management, routing, and troubleshooting of toll-free services.
- Strong understanding of networking fundamentals, VoIP, and telephony protocols like SIP, H.323, and MGCP.
- Business Communication systems software, including advanced administration, networking, trunking, call vectoring, and Automatic Call Distribution.
- Contact Center Workforce Management application at an Enterprise level.
- Contact Center Quality Monitoring application.
- Contact Center Real Time and Historical Reporting.
- Analyzing and documenting call center current state/future state.
- Designing and managing integration points between call center applications.
- Telephony networking theoretical concepts and knowledge of current Contact Center Technology trends and best practices.
- Familiarity with SQL for database interaction and troubleshooting within UCCE.
- Proficiency in Cisco Webex Contact Center and cloud-based contact center solutions.
- Proficiency in configuring NICE CXone Studio, call flow development, skills-based routing, and knowledge of WFM/QM modules.
What are the preferred requirements needed for this position?
- Experience with Agile development.
- Ability to analyze complex business problems, propose effective solutions and understand and apply business vision and direction.
- Ability to communicate effectively both orally and in writing to management, team members, business and technology professionals.
- Ability to work in a fast-paced environment.
- Team player.
- Great attitude.
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Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.
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