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Experience with Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant) Has the ability to troubleshoot complex SIP/IP telephony and contact center problems with little or no supervision.
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Experience with VXML, ASR, Call Center Telephony, and IVR development platforms, such as Cisco CVP or Genesys. From basic network services to state-of-the-art IP telephony to cutting-edge real-time analytics, Versay technology makes millions of voice interactions better every day.
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Expert Understanding of technologies used in the IVR and telephony: Dialogue Design tools, Chat bot, Text to Speech, Speech Recognition, Toll Free Number Engineering, Automatic Call Distribution, Natural Language Processing.
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Evaluate, design, and implement Genesys Cloud Contact Center and UC solutions, including call center routing and management, IVR design, and integration with other systems, such as Zoom, Zoom Phone, MS Teams, Salesforce, and others.
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Integrated voice response (IVR) for speech recognition and introduction of natural language processing (NLP) for intelligent automation. Computer telephony integration (CTI) screen-pop for delivering consumer and insurance policy detail to the operator desktop at the time of contact delivery.
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Expert in JavaScript or TypeScript (Angular), AJAX, HTML, CSS, Java, Spring and / or. Expert in End-End Contact Center Platforms & Technologies: Genesys, Nice, Five 9, blending, speech, etc. Typically requires 5 years leading contact center software engineers utilizing agile delivery frameworks including Scrum, LeSS, Lean, XP, Kanban, FDD, BDD, API and UI test automation for quality control and supporting tools (Cucumber, JIRA.
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IVR Vendors / Genesys GVP, Cisco CVP, Nortel MPS, Intervoice Brite, Voice Objects, Voxeo, Avaya, Nuance, etc. Architecture of medium to large scale network and telephony implementations including input to solutions from major vendors (Avaya, Genesys, Cisco, Aspect, Interactive Intelligence, etc.
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IVR technologies VXML, CCXML, ASR, TTS. Designs include telephony architecture, network architecture and proposed CRM/Payment Gateway integration method/s. Although the successful candidate may have gained the bulk of their experience in Telephony, they will be expected to gain experience of all aspects of Semafone deployments, expanding their knowledge to cover security, networking, applications, and cloud technologies.
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Proficient in Document Management & Workflow Systems: OnBase or equivalent system. Automatic contact distribution (ACD) and predictive dialer advancement for call blending (inbound and outbound distribution.
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4 or more years of experience in architecting and delivering medium to large-scale network and telephony solutions. Predictive Dialer vendors & technologies (CTI integration / Noble) Provide expertise to Semafone and our clients in PA DSS & PCI DSS compliance.
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Telemarketing predictive dialer advancement for intelligent lead nurturing and insurance case management campaign scripting with real-time scrubbing and loading of lead records from consumer facing systems (i.e. agent sales portal, public website, internal policy servicing systems.
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Automated software deployment tools such as Kubernetes, Ansible and Terraform. Delivering PA DSS & PCI DSS solutions. TAPI, JTAPI, SIP based, agent desktop customization, soft phones, attached data, call event models, web services based CTI integration.
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Customer Care and Infrastructure Boston Fully Remote. VOIP Infrastructure PBX, ACD, Session Border Controllers (SBC), Voice Gateways (i.e. Cisco ISRs), Soft Switches (i.e. Asterisk), Proxies, B2BUA, 3PCC, SIP Phones.
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Experience using Service Center technologies (i.e., portal, case management, knowledge management, telephony / IVR, document management, Robotics Process Automation (RPA), Virtual Assistant, etc.
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CTI integration TAPI, JTAPI, SIP based, agent desktop customization, soft phones, attached data, call event models, web services based CTI integration. VOIP protocols / codecs SIP, RTP, DTMF, RFC2833, G711, G729, etc.
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