Job ID: JOB_ID_2032
Role Overview: Cisco Voice Engineer
Sunray Enterprise Inc is seeking a highly skilled and dedicated Cisco Voice Engineer for a long-term, onsite engagement in Pleasanton, California. This immediate opening is designed for a technical professional who excels in complex voice environments and possesses specialized experience with modern cloud contact center solutions. As a critical member of the infrastructure team, you will be responsible for the maintenance, optimization, and evolution of voice communication systems that support vital business operations.
Key Technical Requirements
- Nice CXone User Hub: Extensive hands-on experience managing and configuring the Nice CXone User Hub is mandatory. Candidates must demonstrate proficiency in user administration, role-based access control, and platform settings.
- Studio Scripting: Advanced capability in Studio Scripting is required. You must be able to read, interpret, and modify complex scripts to ensure efficient call routing and interactive voice response (IVR) performance.
- PCI PAL Integration: Experience with PCI PAL for secure payment processing within voice environments is highly preferred. Understanding compliance standards for handling sensitive financial data is a significant advantage.
- Satmetrix Feedback Management: Familiarity with Satmetrix systems for customer feedback and Net Promoter Score (NPS) tracking is a plus, enabling the integration of voice data with customer experience metrics.
- CXone Reporting: Proficiency in CXone reporting tools, specifically the ability to build custom reports and dashboards to provide actionable insights into contact center performance.
Responsibilities and Duties
The successful candidate will lead the technical oversight of the Cisco voice infrastructure while bridging the gap between legacy systems and modern cloud-based contact center platforms. Daily tasks include troubleshooting complex connectivity issues, performing system upgrades, and collaborating with cross-functional teams to implement new features. You will act as a subject matter expert for Nice CXone, ensuring that all scripting and reporting meet the specific needs of the business units. Additionally, you will be responsible for maintaining high availability and security standards across all voice channels, ensuring that communication remains seamless and compliant with industry regulations. This role requires a proactive approach to system monitoring and a commitment to continuous improvement in a fast-paced technical environment.
Professional Environment
Working onsite in Pleasanton, CA, you will join a team of experts focused on delivering top-tier IT solutions. Sunray Enterprise Inc values technical excellence and provides a platform for engineers to work on long-term, impactful projects. This position offers the opportunity to work with cutting-edge technologies in the voice and contact center space, including advanced AI-driven scripting and secure payment integrations. We are looking for a professional who is not only technically proficient but also possesses strong communication skills to interact with stakeholders and end-users effectively.
Special Requirements
Onsite at Pleasanton, CA. Immediate position.
Compensation & Location
Salary: $130,000 – $175,000 per year (Estimated)
Location: Pleasanton, CA
Recruiter / Company – Contact Information
Recruiter / Employer: Sunray Enterprise Inc
Email: akishore@sunraycorp.com
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