Chief Contact Center Deployment Specialist

1 day ago

Varanasi, Uttar Pradesh, India beBeeEngineer Full time ₹ 20,00,000 - ₹ 25,00,000
Cisco UCCE and CUCM Engineer

Highly skilled professionals with expertise in contact center deployments, IVR scripting, Cisco Cube configuration, and integrations are sought after for this position.

The ideal candidate will be responsible for designing, deploying, and supporting complex contact center solutions. This includes advanced skills in call flow design, routing scripts, and peripheral applications.

  • Key Responsibilities:
  • Design and deploy contact center solutions utilizing Cisco UCCE and CUCM platforms
  • Develop and implement IVR self-service scripts leveraging 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 trunks, and dial-peers
  • Manage operational aspects including incident, change, and problem management for contact center infrastructure
  • Develop sophisticated call routing scripts and logic incorporating integrations with 3rd party CRM applications to enable self-service capabilities
  • Execute upgrades, patch management, health checks, and performance tuning for UCCE, CUCM, and related platforms
  • Support integration efforts with CRM, workforce management systems, 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

Technical Skills & Experience:

  • 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 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

Qualifications:

  • Bachelors Degree in Information Technology/Computer Science/Engineering (or equivalent experience)
  • Preferred: CCNP, CCIE Collaboration, or CCNA Voice
  • Experience working across multi-vendor environments (Avaya, NICE CXOne, BrightPattern, Five9 etc.) is a plus
  • Excellent analytical and problem-solving abilities

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