Contact Center Services Engineer

Job Status: Full Time, Employee Additional Pay: Commensurate with Experience Category: IT/Software Development Req'd Education: Unspecified Req'd Experience: Less than 1 Year Reference Code: 12595BR   |   Email This Job   |   Company Jobs Based in Santa Ana, California, First American is the nation’s largest provider of business information. While much of our data is real estate oriented, we serve an array of industries and consumers with information that supports the major economic events of people’s lives, such as getting a job, buying or renting a home, purchasing a car, securing a mortgage, and buying or building a business. Tracing our history to 1889, The First American Corporation (NYSE: FAF) is a FORTUNE 500® company with revenues of more than $8 billion and offices throughout the United States and abroad. For more information about our family of companies, please visit www.firstam.com. Job Description First American's Corporate Information Technology Group (CITG) provides shared technology services to business units of the First American Corporation. These diverse business units are located throughout the United States, and include many international operations. CITG is located in Santa Ana, California and Westlake, Texas. Each location houses of over 200 technology and business professionals who provide technology infrastructure, hosting, network services, application development; application support, project management, desktop services, information and physical security, disaster recovery, and other related services. CITG also maintains two complimentary Technology Centers sites located in Santa Ana, California and Westlake, Texas.Intermediate Contact Center Services EngineerAs an Int. Contact Center Services Engineer you will analyze, plan, design and configure contact center/call center systems & applications to meet the specific needs of the business units. This includes moves, adds, changes & deletes within ICM/IP-IVR, response to UCCE incidents, call flow modification projects and new site IPCC implementations. As an engineer you may be required to work after-hours/weekends for critical service response and during scheduled projects. You will use industry best practices to optimize, maintain & support the required systems/applications.QualificationsRequired experience with:o Cisco Unified Contact Center Enterprise (UCCE)o Cisco Desktops - CTIOS / CAD / CSD o Cisco ICM scripting / call flows to support call queuing/routingo Cisco IP-IVR application implementations/integration/developmento Cisco WebView reporting Preferred experience with:o ITIL – Foundation Certificationo Cisco Customer Voice Portal (CVP)o NICE Perform 3 Monitoring/Recordingo Symon Communications (reader boards)o IEX Workforce MgmtThe First American Corporation is an Equal Employment Opportunity/Affirmative Action employer. Qualified applicants are considered for employment and employees are treated during employment without regard to race, color, religion, gender, sexual orientation, national origin, age, physical or mental disability, medical condition, religion, marital status or veteran status, or any other characteristic protected by state or federal law.   |   Email This Job   |   Company Jobs