ICM Call Routing Engineer, Job ID# 7613

Engineering, configuration, support and enhancement of ICM call routing application enterprise wide. Participate in the analysis, design, development and testing of ICM call flows and applications. Ability to work on multiple projects simultaneously from various business partners and adhere to design specs and aggressive deadlines. Provide 3rd level engineering support via on-call rotational pager support. Ability to understand the business and gather valid user requirements from various business partners. Able to design, build, implement and maintain ICM call routing solutions from these user requirements and provide appropriate documentation.
REQUIREMENTS
REQUIRED SKILLS:
Bachelors Degree or equivalent work experience. 3 years Cisco ICM configuration, scripting and support experience. Experience working with SQL databases. Ability to write complex queries for the above. Avaya ACD functionality and call flow experience. Strong interpersonal and verbal/written communication skills. Strong documentation skills. Experienced in dealing face to face with multiple business partners and other teams within BT. Must be willing to travel as required.DESIRED SKILLS:
Working knowledge of ICM hardware/application configuration. Experience with AT&T advanced features, Route-It! and SS7 configurations. Previous call center experience. Project management experience.