Contact Center Solutions Expert

Transform Your Career with a High-Performing Contact Center Solution

About the Opportunity:

We are seeking a talented Cisco UCCE CVP Engineer to join our team. This is an exciting opportunity to work on high-profile projects and collaborate with industry experts.

• Design Architecture: Develop robust Cisco UCCE and CVP architectures that support scalable, resilient, and high-performing contact center solutions.
• 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.
• Performance Monitoring Optimization: Monitor system health, performance metrics, and call flows. Proactively identify bottlenecks, capacity issues, and opportunities for optimization.
• Upgrades Patching: Plan, test, and execute upgrades, patches, and migrations for UCCE and CVP platforms. Ensure compliance with security, regulatory, and organizational standards.
• Documentation: Maintain comprehensive documentation, including configurations, topologies, change management records, and knowledge base articles.
• Collaboration Mentoring: Work closely with network, telephony, security, and infrastructure teams. Mentor junior engineers and provide technical guidance on best practices and new technologies.
• Stakeholder Engagement: Communicate with business stakeholders to gather requirements, provide status updates, and translate technical concepts into business-focused language.
• Compliance Security: Ensure all solutions adhere to applicable policies, security standards, and industry best practices.

Required Skills and Qualifications:

• Strong understanding of Cisco UCCE and CVP architectures and technologies.
• Experience with design, implementation, and integration of contact center solutions.
• Proficiency in scripting languages such as JavaScript and Python.
• Excellent communication and collaboration skills.
• Ability to work in a fast-paced environment and prioritize multiple tasks.
• Bachelor's degree in Computer Science, Engineering, or related field.

Benefits:

• Opportunity to work on high-profile projects and collaborate with industry experts.
• Competitive salary and benefits package.
• Professional growth and development opportunities.
• Collaborative and dynamic work environment.

Others:

• Must be willing to work in a 24/7 environment and participate in on-call rotations.
• Must have strong problem-solving skills and ability to troubleshoot complex issues.
• Must be able to maintain confidentiality and handle sensitive information.

Key Performance Indicators:

• Successful implementation of high-performing contact center solutions.
• Improved system health and performance metrics.
• Increased customer satisfaction through prompt resolutions and minimized downtime.