High Performing Contact Center Solutions Architect

7 days ago

Malappuram, Kerala, India beBeeEngineer Full time ₹ 1,80,00,000 - ₹ 2,50,00,000

About Us: We're a global provider of digital engineering and technology services to the world's leading companies. Our Engineering First approach enables us to execute ideas and creatively solve complex business challenges. With industry expertise and empowered agile teams, we prioritize execution early on for impactful results. We combine logic, creativity, and curiosity to build, solve, and create.

Senior Contact Center Engineer Role: As a key member of our team, you will play a crucial role in designing, implementing, and maintaining scalable and high-performing contact center solutions using Cisco Unified Contact Center Enterprise (UCCE) and Cisco Customer Voice Portal (CVP). You will work closely with cross-functional teams to integrate these solutions with third-party applications such as CRM systems, workforce management, IVR, call recording analytics, and other enterprise solutions.

Key Responsibilities:

  • Design robust Cisco UCCE and CVP architectures that support scalable, resilient, and high-performing contact center solutions.
  • Lead or participate in the installation, configuration, and deployment of UCCE and CVP components, including ICM PGs, Call Servers, Gateways, Media Servers, Finesse, and supporting applications.
  • Integrate Cisco UCCE and CVP with third-party applications such as CRM systems, workforce management, IVR, call recording analytics, and other enterprise solutions.
  • Develop, update, and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution.
  • Provide tier-3 support for complex issues, investigate root causes, and resolve incidents involving UCCE, CVP, and related technologies.
  • Monitor system health, performance metrics, and call flows, proactively identify bottlenecks, capacity issues, and opportunities for optimization.
  • Plan, test, and execute upgrades, patches, and migrations for UCCE and CVP platforms, ensuring compliance with security, regulatory, and organizational standards.

What We Offer: We are looking for a highly motivated and experienced engineer who can take on this challenging role and contribute to our team's success. If you have a passion for contact center technologies and a strong desire to learn and grow with us, please apply

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