Cisco ICM/IPCC Analyst

Responsibilities

Kforce has a client in Coral Gables, FL that is seeking a Cisco ICM/IPCC Analyst. Job Summary: The Cisco ICM/IPCC Analyst is responsible for the configuration, administration, maintenance, and troubleshooting of Cisco Intelligent Contact Management (ICM) and Cisco IP Contact Center (IPCC) systems within the company. This role ensures the efficient operation of contact center solutions to support the company's customer service efforts. Responsibilities:

• Configure, administer, and maintain Cisco ICM/IPCC systems to support the needs of the contact center
• The Cisco ICM/IPCC Analyst will monitor system performance, troubleshoot issues, and provide timely resolutions to ensure optimal functionality
• Collaborate with other IT teams, stakeholders, and vendors to implement new features, upgrades, and solutions
• Develop and maintain documentation, including system configurations, user guides, and troubleshooting procedures
• Analyze contact center data and performance metrics to identify trends, issues, and opportunities for improvement
• Provide support for system users, ensuring they are trained and able to effectively utilize Cisco ICM/IPCC tools
• The Cisco ICM/IPCC Analyst will participate in disaster recovery planning and testing to ensure business continuity
• Stay updated with industry trends, best practices, and new technologies related to Cisco ICM/IPCC and contact center solutions
  
  

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Certification in Cisco ICM/IPCC or other relevant Cisco technologies is preferred
• Proven experience in configuring, administering, and troubleshooting Cisco ICM and IPCC systems
• Strong understanding of contact center processes, workflows, and metrics
• Excellent analytical, problem-solving, and communication skills
• Ability to work independently, manage multiple priorities, and meet deadlines
  
  

Preferred Skills

• Experience with other contact center technologies, such as Cisco Unified Communications Manager or UCCE
• Knowledge of scripting and programming languages, such as SQL, Perl, or Java
• Familiarity with network protocols and telecommunications systems
  
  

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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