Contact Center Engineer

4 weeks ago

Pune, Maharashtra, India Zensar Technologies Full time

Job Overview :

Zensar is seeking a seasoned Voice and Contact Center Engineer with deep expertise in Cisco Webex Contact Center Enterprise (WxCCE) and Visual IVR platforms. In this role, you will design, develop, and support IVR solutions for Service Desk, BPO, and Service Operations environments. Experience with Cisco Voice Portal (CVP) and integration with Google Contact Center AI CX (CCAI CX) platforms will be highly valuable. Familiarity with Packaged Contact Center Enterprise (PCCE) is a plus.

Key Responsibilities :

- Design, develop, and maintain WxCCE Visual IVR workflows customized to meet business needs.

- Implement and manage Cisco CVP call routing, ICM scripting, and VXML-based applications.

- Integrate IVR with backend systems and leverage Google CCAI CX capabilities such as Dialogflow CX and speech recognition (STT/NLU).

- Administer system configurations, user roles, and routing strategies through the WxCCE Admin Portal.

- Collaborate with stakeholders to gather requirements and continuously optimize call flow designs.

- Troubleshoot and resolve production issues related to voice infrastructure and IVR services promptly.

- Ensure all voice applications are well documented, version-controlled, and deployed according to best practices.

Required Skills :

- 5+ years of hands-on experience with Cisco WxCCE in an enterprise environment.

- Proven expertise in building and supporting Visual IVR solutions.

- Strong knowledge of Cisco Voice Portal (CVP) and ICM scripting.

- Deep understanding of call routing logic, queue management, and IVR architecture.

- Experience managing WxCCE Admin Portal configurations and user roles.

- Strong problem-solving skills to diagnose and resolve complex contact center issues in real-time.

Nice to Have :

- Experience integrating with Google Contact Center AI (CCAI CX) for conversational IVR and speech recognition.

- Familiarity with Packaged Contact Center Enterprise (PCCE) and hybrid deployment models.

- Knowledge of REST APIs for CRM or third-party platform integrations.

Education :

- Bachelors degree or higher in Information Technology, Computer Science, or related fields.

(ref:hirist.tech)

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