Cisco Network Engineer

2 weeks ago

Morādābād, Uttar Pradesh, India Everise Full time
Job descriptionBelow is a detailed job description for a Cisco UCCE and CUCM Engineer specializing in contact center deployments, IVR self-service scripting, Nuance TTS/STT configuration, Cisco Cube configuration, Verint / NICE integrations and overall operations.Job Description: Cisco UCCE & CUCM EngineerRole OverviewThe engineer is responsible for the planning, design, implementation, and support of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM) solutions, with expert skills in contact center deployments, IVR scripting, Cisco Cube and Nuance TTS/STT integration.
The role supports end-to-end project delivery and operational excellence in high-volume call center environments.Key ResponsibilitiesDesign, deploy, and support Cisco UCCE and CUCM-based contact center solutionsDevelop, test, and implement IVR self-service scripts using Cisco and third-party platformsIntegrate and configure Nuance TTS (Text-to-Speech) and STT (Speech-to-Text) functionality for enhanced IVR experiencesConfigure and troubleshoot Cisco Cube (Cisco Unified Border Element), Vo IP gateways, SIP and ISDN trunks, and dial-peersManage operational aspects including incident, change, and problem management for contact center infrastructureCapture customer call flow requirements and develop sophisticated call routing scripts and logic including integrations with 3rd party CRM applications to enable self service.Execute upgrades, patch management, health checks, and performance tuning for UCCE, CUCM, and related platformsSupport integration efforts with CRM, workforce management systems, Verint / Nice call Recording & screen recording and third-party business applicationsConduct root cause analysis and resolve outages, circuit issues, and platform disruptions in close collaboration with carriers and IT teamsDocument and maintain detailed network, system, and operational records according to best practicesTrain and guide clients/end users on feature adoption and solution usageTechnical Skills & ExperienceMinimum 5 years of hands-on experience with Cisco UCCE, CUCM, Unity, Cisco Voice Gateways, and IVR scriptingExpert with UCCE call flow design, routing scripts, CVP IVR, and peripheral applicationsAdvanced knowledge of Cisco Cube configuration, SIP/ISDN protocols, dial plans, and device pool managementProven track record in Nuance TTS/STT integration, testing, and troubleshootingFamiliarity with Cisco Unity Voicemail, unified messaging, ACD, and integration to CRM packagesProficient with tools and diagnostic utilities for troubleshooting Vo IP, UC, and network issuesAbility to perform regular backup, recovery, version upgrades, and capacity planningStrong communication, collaborative, and documentation skillsQualificationsBachelors Degree in Information Technology/Computer Science/Engineering (or equivalent experience)Preferred: CCNP, CCIE Collaboration, or CCNA VoiceExperience working across multi-vendor environments (Avaya, NICE CXOne, Bright Pattern, Five9 etc.) is a plusExcellent analytical and problem-solving abilitiesLocationRole is available for remote/hybrid arrangement, subject to business requirements.This position is ideal for engineers with a passion for optimizing communication systems, delivering robust contact center solutions, and driving operational excellence in enterprise environments

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