Expert Contact Center Solutions Specialist

6 days ago

Rajkot, Gujarat, India beBeeSolutions Full time ₹ 15,00,000 - ₹ 20,00,000

Job Description

A professional with 5+ years of experience in designing, deploying, and supporting Cisco UCCE and CUCM-based contact center solutions is sought to fill a key role.

The successful candidate will have expertise in call flow design, routing scripts, CVP IVR, and peripheral applications.

  • Design and deploy comprehensive contact center solutions that meet the needs of high-volume call centers.
  • Develop, test, and implement IVR self-service scripts using Cisco and third-party platforms.
  • Integrate and configure Nuance TTS and STT functionality for enhanced IVR experiences.
  • Configure and troubleshoot Cisco Cube, VoIP gateways, SIP and ISDN trunks, and dial-peers.

Required Skills and Qualifications

Bachelor's degree in Information Technology/Computer Science/Engineering (or equivalent experience).

Preferred: CCNP, CCIE Collaboration, or CCNA Voice certifications.

Excellent analytical and problem-solving skills, with the ability to work collaboratively across multi-vendor environments.

Key Responsibilities Include:

  • Operational Excellence: Drive end-to-end project delivery and maintain operational excellence in high-volume call center environments.
  • Technical Expertise: Develop and implement sophisticated call routing scripts and logic, including integrations with CRM applications.
  • Change Management: Execute upgrades, patch management, health checks, and performance tuning for UCCE, CUCM, and related platforms.
  • Cross-Functional Collaboration: Support integration efforts with CRM, workforce management systems, Verint/Nice call Recording & screen recording, and third-party business applications.
  • Documentation and Training: Maintain detailed network, system, and operational records and provide training and guidance to clients/end users on feature adoption and solution usage.

This role is ideal for engineers with a passion for optimizing communication systems, delivering robust contact center solutions, and driving operational excellence in enterprise environments. Remote/hybrid arrangement available subject to business requirements.

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