Cisco UCCE CVP Technical Solutions Expert

We are seeking a highly skilled and experienced Cisco UCCE CVP engineer to join our team.

• The ideal candidate will have in-depth knowledge of Cisco UCCE and CVP architectures, as well as experience with cloud-based contact center solutions.

Key Responsibilities

1. Design Architecture: Analyze business requirements and design robust Cisco UCCE and CVP architectures that support scalable, resilient, and high-performing contact center solutions.
2. 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.
3. 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, ensuring seamless operation with existing telephony and network environments.
4. Scripting Application Development: Develop, update, and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution, collaborating with development teams for custom requirements.
5. Support Troubleshooting: Provide tier-3 support for complex issues, investigate root causes, and resolve incidents involving UCCE, CVP, and related technologies, participating in on-call rotations and delivering prompt resolutions to minimize downtime.
6. Performance Monitoring Optimization: Monitor system health, performance metrics, and call flows, proactively identifying bottlenecks, capacity issues, and opportunities for optimization.
7. Upgrades Patching: Plan, test, and execute upgrades, patches, and migrations for UCCE and CVP platforms, ensuring compliance with security, regulatory, and organizational standards.
8. Documentation: Maintain comprehensive documentation, including configurations, topologies, change management records, and knowledge base articles.
9. Collaboration Mentoring: Work closely with network, telephony, security, and infrastructure teams, mentoring junior engineers and providing technical guidance on best practices and new technologies.
10. Stakeholder Engagement: Communicate with business stakeholders to gather requirements, provide status updates, and translate technical concepts into business-focused language.
11. Compliance Security: Ensure all solutions adhere to applicable policies, security standards, and industry best practices.

Requirements

• Cisco UCCE-CVP certification.
• CCNP Collaboration, CCIE Collaboration, or equivalent certifications.
• Experience with cloud-based contact center solutions, Webex Contact Center, Amazon Connect, Genesys Cloud, etc.
• Knowledge of DevOps practices and automation tools, Ansible, Python, PowerShell, etc.
• Experience with multimedia routing, outbound campaigns, and WFM-WFO integrations.
• ITIL v3 or v4 Foundation certification or equivalent process knowledge.
• Familiarity with PCI-DSS, GDPR, HIPAA, or other compliance frameworks.

Preferred Attributes

• Technical Leadership: Proactive in identifying and implementing technical solutions, fostering knowledge sharing and innovation.
• Customer Focus: Committed to understanding stakeholder needs and delivering high-quality solutions that exceed expectations.
• Adaptability: Comfortable with change, able to quickly learn new technologies, and thrive in a fast-paced environment.
• Attention to Detail: Consistently produces accurate, thorough, and reliable results.
• Initiative: Demonstrates a strong sense of ownership and accountability for project outcomes.
• 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.

Responsibilities

• Assist solution architects in designing Cisco UCCE CVP solutions for clients.
• Participate in technical presentations and provide subject matter expertise.
• Support estimation, scoping, and proposal development.
• Lead installation and configuration activities for Cisco contact center platforms.
• Customize call flows, IVR applications, and reporting solutions based on customer requirements.
• Conduct system testing, troubleshooting, and performance validation.
• Deliver operational support and ongoing improvements to maximize system uptime and performance.
• Monitor systems, analyze logs, and deliver actionable insights for continuous service enhancement.
• Manage upgrades, patches, and migrations with minimal disruption to business operations.

Skills

• Mandatory Skills: Azure Infra Services, UCCX, AWS Infra Services, Cisco Webex, Cisco Ipcc, NICE Contact Center, CUCM.
• Good to Have Skills: Azure Infra Services, Cisco Webex, CUCM.