Senior Contact Center Specialist

1 day ago

Bengaluru, Karnataka, India beBeeContactCenter Full time ₹ 1,20,00,000 - ₹ 2,00,00,000

Job Title: Senior Contact Center Specialist

Candidates must have extensive knowledge of contact center deployments, IVR self-service scripting, Nuance TTS/STT configuration, and Cisco UCCE/CUCM systems. They should be able to design, deploy, and support complex contact center solutions.

Key Responsibilities:

  • Develop and implement advanced IVR self-service scripts using Cisco and third-party platforms
  • Integrate and configure Nuance TTS (Text-to-Speech) and STT (Speech-to-Text) functionality for enhanced IVR experiences
  • 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

Required Skills and Qualifications:

  • Bachelor's Degree in Information Technology or Computer Science (or equivalent experience)
  • Expertise in UCCE call flow design, routing scripts, CVP IVR, and peripheral applications
  • Advanced knowledge of SIP/ISDN protocols, dial plans, and device pool management
  • Familiarity with Cisco Unity Voicemail, unified messaging, ACD, and integration to CRM packages
  • Ability to perform regular backup, recovery, version upgrades, and capacity planning

Benefits:

  • Ongoing training and professional development opportunities
  • A dynamic work environment with a focus on innovation and collaboration
  • Competitive compensation and benefits package

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