
Enterprise Contact Center Solutions Specialist
23 hours ago
Job Title: Enterprise Contact Center Solutions Specialist
Role Overview:
We are seeking a skilled engineer to design, implement and support cutting-edge contact center solutions using Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM).
Key Responsibilities:
- Design, deploy and maintain UCCE and CUCM-based contact center systems.
- Develop and test IVR self-service scripts using Cisco and third-party platforms.
- Integrate and configure Nuance TTS/STT functionality for enhanced IVR experiences.
- Configure and troubleshoot Cisco Cube, VoIP gateways, SIP and ISDN trunks, and dial-peers.
- Manage operational aspects including incident, change, and problem management for contact center infrastructure.
- Capture customer call flow requirements and develop sophisticated call routing scripts and logic.
- 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.
Technical Skills & Experience:
- Minimum 5 years of hands-on experience with Cisco UCCE, CUCM, Unity, and IVR scripting.
- Expert in UCCE call flow design, routing scripts, CVP IVR, and peripheral applications.
- Advanced knowledge of Cisco Cube configuration, SIP/ISDN protocols, dial plans, and device pool management.
- Proven track record in Nuance TTS/STT integration, testing, and troubleshooting.
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