Senior Contact Center Solutions Architect

1 day ago

Hubli, Karnataka, India beBeeCisco Full time ₹ 18,01,508 - ₹ 25,10,521

We are seeking a highly skilled Senior Cisco UCCE CVP Engineer to lead our contact center solutions.

Key Responsibilities:
  • Design Architecture: Analyze business requirements and design robust Cisco UCCE and CVP architectures that support scalable, resilient, and high-performing contact center solutions. Create detailed design documents, high-level and low-level diagrams, and integration plans.
  • Implementation Configuration: 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.
  • System Integration: Integrate Cisco UCCE and CVP with third-party applications, such as CRM systems, workforce management, IVR call recording analytics, and other enterprise solutions. Ensure seamless operation with existing telephony and network environments.
  • Scripting Application Development: Develop, update, and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution. Collaborate with development teams for custom requirements.
  • Support Troubleshooting: Provide tier-3 support for complex issues, investigate root causes, and resolve incidents involving UCCE, CVP, and related technologies. Participate in on-call rotations and deliver prompt resolutions to minimize downtime.

Preferred Qualifications:

  • Must have Cisco UCCE-CVP certification.
  • Collaboration: Works effectively in cross-functional teams, valuing input and fostering an inclusive culture.

Key Technologies and Tools:

  • Cisco UCCE, ICM, Finesse, CUIC, PGs
  • Cisco CVP and VXML Server
  • Cisco Unified Communications Manager, CUCM
  • Cisco Voice Gateways ISR/ASR series
  • SIP, H323, QoS, TCP/IP
  • ICM scripting, VXML, Java, JavaScript
  • Database Integration, SQL, Oracle, etc.
  • CRM Integration, Salesforce, Dynamics, ServiceNow, etc.
  • Monitoring and Reporting Tools, CUIC, RTMT, Prognosis, etc.
  • Security and compliance tools
  • Project management and documentation tools, JIRA, Confluence, SharePoint, etc.

This position requires expertise in designing and implementing Cisco UCCE and CVP solutions to meet business objectives.

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