Contact Center Engineer
Ameriprise Financial1 day ago
Minneapolis, MN, USASenior
Base Salary
$120k - $147k/yr
Responsibilities
- Design, implement, and support Cisco contact center solutions, including UCCE, PCCE, CVP, and Webex Contact Center.
- Gather business requirements and translate customer experience objectives into technical contact center solutions.
- Design IVR, self-service, routing, customer engagement, and conversational AI solutions using Cisco and Google platforms.
- Develop and maintain integrations between contact center platforms, CRM systems, authentication services, customer data, fraud prevention systems, and digital engagement solutions.
- Support migration from traditional IVR technologies to AI-driven conversational experiences and intelligent virtual agents.
- Deploy and optimize voice biometrics, fraud detection, authentication, and caller verification technologies.
- Participate in testing, validation, deployment planning, troubleshooting, and production readiness activities.
- Collaborate with application teams, architects, vendors, and technical and non-technical stakeholders on contact center modernization initiatives.
Requirements
- Bachelor’s degree in computer science, information technology, engineering, or equivalent experience.
- At least 5 years of experience supporting and engineering Cisco Contact Center solutions.
- Hands-on experience with Cisco UCCE and/or PCCE, Cisco CVP, VXML-based IVR applications, and Webex Contact Center.
- Experience with voice authentication, fraud detection, voice biometrics, conversational AI, Cisco AI Agent, or Google Dialogflow.
- Experience integrating contact center platforms with enterprise applications using REST APIs, JSON, authentication mechanisms, and related integration technologies.
- Strong working knowledge of SQL for reporting, data analysis, troubleshooting, and solution validation.
- Experience with Python, PowerShell, JavaScript, and HTML for automation, customization, administration, and operational efficiency.
- Experience gathering business requirements and producing technical designs and deliverable solutions.
- Understanding of call routing strategies, self-service design, customer journey optimization, troubleshooting, and analytical problem-solving.
- Preferred experience includes enterprise contact center deployments, Cisco Finesse and gadget customization, Salesforce or custom CRM integrations, and cloud or hybrid contact center architectures.
Benefits
- Full-time, exempt position.
- Estimated base salary of $120,000-$147,000 per year, plus potential variable pay such as bonuses, commissions, and/or long-term incentives.
- Comprehensive benefits include vacation time, sick time, 401(k), health insurance, dental insurance, and life insurance.
Tech Stack
Categories
About Ameriprise Financial
Ameriprise Financial provides financial planning, investment management (through Columbia Threadneedle), and insurance and annuities (through RiverSource) to individuals and institutions via a nationwide advisor network. It generates revenue from advice and asset management fees as well as insurance products, operates globally, and oversees more than $1.5 trillion in client assets. Founded in 1894 and headquartered in Minneapolis, it is a public company listed on the NYSE.