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Contact Center (UCCE) Engineer
Ref No.: 18-00646
Location: El Segundo, California
Position Type:Contract
Title: Contact Center (UCCE) Engineer
Location: El Segundo, CA
Duration: 6 Months Contract


Major Responsibilities/Activities:
  • Expert level proficiency in the architecture, design and configuration of the business workflow and logic as it relates to UCCE scripting.
  • Engineer and optimize Contact Center call routing environment, including ICM, CVP, CUIC, PQs and Attributes.
  • Identify opportunities and drive service improvements.
  • Support all aspects of CUIC reporting (ACR, SLAs, KPIs)
  • Excellent oral and written communication, customer service, and presentation skills required. The candidate should feel comfortable supporting the business with presentations and meeting with teammates.
  • Functions also include, but are not limited to project deliverables, project tasks, project documentation, build, installation, optimization and troubleshooting.
  • Engineer will participate in the weekly ACE and Care Model 2.0 project meetings.

Required Skills:
  • Documentation
  • Engineer
  • ICM
  • Optimization
  • Presentation Skills

Additional Skills:
  • Project Documentation
  • Architecture
  • Business Workflow
  • Customer Service
  • Customer Service Oriented
  • Retail Sales
  • Scripting
  • Workflow