Unified Communications and Collaboration Engineer

4 weeks ago

Hyderabad, India HCLTech Full time

Network Voice - CISCOPrimary Location: Noida / Chennai / Bengaluru / Hyderabad / PuneExperience: 14+ yearsRequirement Details:Primary Location: NoidaPosition Overview (Job Summary):The role involves designing and implementing end-to-end contact center solutions using Cisco UCCX and Webex Contact Center platforms. The architect will lead technical implementations, ensure integration with enterprise systems, and provide strategic guidance on contact center technologies.Primary Skills:Cisco UCCX and Webex Contact Center architecture and implementationCisco collaboration tools (CUCM, Unity, CUBE)IVR scripting and call flow design using Cisco Script EditorCisco Finesse and Webex APIsSIP, VoIP, PSTN, and telephony infrastructureIntegration with CRM, ERP, and ticketing systemsCloud migration and hybrid architecture designSecondary Skills:Contact center operations and workforce managementReporting and analytics toolsMiddleware and API-based integrationsSecurity, compliance, and data privacy in contact centersAI, bots, and automation in customer serviceMentoring and technical leadershipExperience:10+ years in Cisco contact center solution design and implementationProven experience in enterprise environments with complex integrationsHands-on experience with cloud and hybrid deploymentsRole and Responsibilities:A. Key ResponsibilitiesDevelop end-to-end contact center architectures using Cisco UCCX and Webex Contact CenterAlign solutions with business goals and customer experience strategiesLead implementation, upgrades, and migrationsConfigure systems, develop custom scripts, and integrate APIsEnsure performance, scalability, and complianceProvide post-go-live support and quality assuranceAct as a technical SME and advisorConduct workshops and architecture reviewsDesign integrations with third-party platforms (Salesforce, ServiceNow, etc.)Maintain documentation and SOPsTroubleshoot complex issues and lead incident responseMonitor trends and recommend modernization strategiesDrive automation and operational efficiencyB. Additional ResponsibilitiesMentor engineers and support staffAdvocate for innovation and emerging technologiesCollaborate with vendors and Cisco TAC for escalationsEvaluate and implement new features and modulesEducational Qualification:Bachelor’s degree in Computer Science, Engineering, or related field (preferred)Certifications:Preferred:Cisco CCNA CollaborationCisco CCNP Collaboration

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