Senior Contact Center Engineer

2 days ago

Anand, Gujarat, India beBeeEngineer Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Opportunity Overview

A Cisco engineer is required to develop and implement contact center solutions utilizing Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM).

Key Responsibilities include:

  • Planning, deploying, and supporting contact center solutions based on Cisco UCCE and CUCM.
  • Designing and implementing IVR self-service scripts using various platforms.
  • Configuring Nuance TTS/STT functionality for enhanced IVR experiences.
  • Setting up and troubleshooting Cisco Cube, VoIP gateways, SIP trunks, dial-peers, and ISDN trunks.

Required Skills & Experience:

  • At least 5 years of hands-on experience with Cisco UCCE, CUCM, Unity, Cisco Voice Gateways, and IVR scripting.
  • Expertise in call flow design, routing scripts, CVP IVR, and peripheral applications.
  • Advanced knowledge of Cisco Cube configuration, SIP protocols, dial plans, device pool management, and collaboration tools.

Qualifications:

  • Bachelor's Degree in Information Technology or Computer Science.
  • Preferred: CCNP, CCIE Collaboration, or CCNA Voice certification.

This role involves delivering end-to-end project solutions and promoting operational excellence in high-volume call center environments. It demands strong communication, teamwork, and documentation skills.

Technical Skills Required:

  • Cisco UCCE and CUCM.
  • IVR scripting and implementation.
  • VoIP technology and networking.
  • Nuance TTS/STT integration.
  • SIP and ISDN trunk configuration.

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