ResponsibilitiesThe Voice Engineer will be the responsible party for maintaining and enhancing IVR technology and call Center technology for the organization. Team member will work to provide best in class guest and team member experience and work to provide automation and self-service options across the variety of communication channels.
- The Cisco Voice Engineer will serve as an engineering resource for implementation of Cisco voice solutions and integration activities in accordance with adopted best practices.
- Develop and enhance current IVR technology to specifications for internal and external contact centers.
- Help to develop contact center technology roadmap and strategy for omni-channel solutions.
- Enhance customer experience by deepening the integration between call center and CRM environments.
- Improve agent experience with the development of custom widgets within Finesses.
- Work towards deeper integrations with Spirit internal systems via API layer and integration into conversation flows.
- 2nd and 3rd level support of existing contact center environment and systems.
- Participate in the future roadmap and buildout of the Guest and Team Member Experience within the organization.
- Design and develop IVR and conversation dialog flows for the organization
- May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (e.g., emergencies change in workload, rush jobs, or technical developments).
Qualifications- Bachelor's degree or equivalent experience.
- 1-3 years of IT experience to include Telecom exp.
- Cisco Voice Certification, preferred but not required.
- Technical Experience with IVR and Advanced Speech Systems.
- Strong understanding of Natural Language design and Directed Dialogue design techniques for speech applications.
- Manager and Develop Cisco CVP (Customer Voice Portal) applications.
- Advanced level experience with Cisco Unified Contact Center Enterprise (UCCE).
- Experience developing Cisco Finesse.
- Familiar with call flows from IVR to CTI for call routing and screen pop.
- Strong knowledge of various speech engine capabilities and tuning concepts.
- No travel required.
- Exerts up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. involves sitting most of the time but may involve walking or standing for brief periods of time.
- Hybrid.
*Please be advised that you will be asked to complete a required assessment to be considered for this position. This assessment will be emailed to you after you apply. Please be sure to check your Spam folder and/or junk mail if you do not receive it. *
We offer a competitive salary and comprehensive benefits to our team members including medical, dental, STD, LTD, life insurance, 401(k), paid time off, travel benefits, and much more. We strive to maintain a professional, yet friendly environment and promote professional and career development for our Team Members.
OverviewAt Spirit, our mission is to deliver the best value in the sky and be the most successful airline on Earth! We are leaders in providing customizable travel options and make it possible for our Guests to venture further and discover more than ever before by serving destinations throughout the U.S., Latin America, and the Caribbean! Imagine making your mark on an organization introducing 100’s of new aircraft that will double our fleet!
- Fly With A Winner: We are proud to be recognized by Forbes as one of America’s Best Employers for Diversity 2022 and by LinkedIn as a Top Company in the Travel & Hospitality industry. Our constant growth and improvement means boundless career opportunities. Team Members develop their careers rapidly while building key skills that drive long-term success.
- The Giving Spirit: We are committed to inspiring positive change in the cities where we work and live. That starts with giving back through Corporate Social Responsibility and The Spirit Airlines Charitable Foundation.
- Be Yourself: We want Team Members to feel empowered to bring their whole self to work and contribute to our success – that’s why we’re committed to building progress in the areas of Diversity, Equity, Inclusion and Belonging. Our Spirit Family is strong, not despite our differences, but because of them.
- Travel The World: We offer competitive base salaries with robust health & welfare benefits, including travel & flight benefits for you and your family.
EEOC StatementSpirit Airlines is an Equal Employment Opportunity employer. All aspects of employment are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other category protected by federal, state, or local law.