Senior Contact Center Solutions Architect

1 week ago

Tirupati, Andhra Pradesh, India beBeeEngineer Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

Job Overview

The Cisco UCCE and CUCM Engineer is responsible for the planning, design, implementation, and support of contact center solutions.

  • Design, deploy, and support Cisco UCCE and CUCM-based contact center solutions
  • Develop, test, and implement IVR self-service scripts using Cisco and third-party platforms
  • Integrate and configure Nuance TTS (Text-to-Speech) and STT (Speech-to-Text) functionality for enhanced IVR experiences
  • Configure and troubleshoot Cisco Cube (Cisco Unified Border Element), VoIP gateways, SIP and ISDN trunks, and dial-peers
  • Manage operational aspects including incident, change, and problem management for contact center infrastructure
  • Capture 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 platforms
  • Support integration efforts with CRM, workforce management systems, Verint / Nice call Recording & screen recording and third-party business applications
  • Conduct root cause analysis and resolve outages, circuit issues, and platform disruptions in close collaboration with carriers and IT teams
  • Document and maintain detailed network, system, and operational records according to best practices
  • Train and guide clients/end users on feature adoption and solution usage
Required Skills and Qualifications
  • Minimum 5 years of hands-on experience with Cisco UCCE, CUCM, Unity, Cisco Voice Gateways, and IVR scripting
  • Expert with UCCE call flow design, routing scripts, CVP IVR, and peripheral applications
  • Advanced knowledge of Cisco Cube configuration, SIP/ISDN protocols, dial plans, and device pool management
  • Proven track record in Nuance TTS/STT integration, testing, and troubleshooting
  • Familiarity with Cisco Unity Voicemail, unified messaging, ACD, and integration to CRM packages
  • Proficient with tools and diagnostic utilities for troubleshooting VoIP, UC, and network issues
  • Ability to perform regular backup, recovery, version upgrades, and capacity planning
  • Strong communication, collaborative, and documentation skills
Benefits
  • Role 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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