Network Voice

2 days ago

Hyderabad Telangana India, Telangana HCLTech Full time

Network Voice - CISCO


Primary Location: Noida / Chennai / Bengaluru / Hyderabad / Pune


Experience: 14+ years


Requirement Details:

Primary Location: Noida

Position 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 implementation
  • Cisco collaboration tools (CUCM, Unity, CUBE)
  • IVR scripting and call flow design using Cisco Script Editor
  • Cisco Finesse and Webex APIs
  • SIP, VoIP, PSTN, and telephony infrastructure
  • Integration with CRM, ERP, and ticketing systems
  • Cloud migration and hybrid architecture design

Secondary Skills:

  • Contact center operations and workforce management
  • Reporting and analytics tools
  • Middleware and API-based integrations
  • Security, compliance, and data privacy in contact centers
  • AI, bots, and automation in customer service
  • Mentoring and technical leadership

Experience:

  • 10+ years in Cisco contact center solution design and implementation
  • Proven experience in enterprise environments with complex integrations
  • Hands-on experience with cloud and hybrid deployments

Role and Responsibilities:

A. Key Responsibilities

  • Develop end-to-end contact center architectures using Cisco UCCX and Webex Contact Center
  • Align solutions with business goals and customer experience strategies
  • Lead implementation, upgrades, and migrations
  • Configure systems, develop custom scripts, and integrate APIs
  • Ensure performance, scalability, and compliance
  • Provide post-go-live support and quality assurance
  • Act as a technical SME and advisor
  • Conduct workshops and architecture reviews
  • Design integrations with third-party platforms (Salesforce, ServiceNow, etc.)
  • Maintain documentation and SOPs
  • Troubleshoot complex issues and lead incident response
  • Monitor trends and recommend modernization strategies
  • Drive automation and operational efficiency

B. Additional Responsibilities

  • Mentor engineers and support staff
  • Advocate for innovation and emerging technologies
  • Collaborate with vendors and Cisco TAC for escalations
  • Evaluate and implement new features and modules

Educational Qualification:

  • Bachelor’s degree in Computer Science, Engineering, or related field (preferred)

Certifications:

  • Preferred:Cisco CCNA Collaboration
  • Cisco CCNP Collaboration

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