Senior Contact Center Solutions Specialist
1 day ago
Job Description:
We are seeking an experienced Cisco Contact Center Solutions Engineer to join our team. The ideal candidate will have a strong background in designing, deploying, and supporting Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM) solutions.
Responsibilities include planning, design, implementation, and support of contact center solutions, as well as developing IVR self-service scripts using Cisco and third-party platforms. Additional responsibilities include integrating and configuring Nuance TTS/STT functionality for enhanced IVR experiences, configuring and troubleshooting Cisco Cube and VoIP gateways, SIP and ISDN trunks, and dial-peers.
The successful candidate will also manage operational aspects including incident, change, and problem management for contact center infrastructure, capture customer call flow requirements, develop sophisticated call routing scripts and logic, execute upgrades, patch management, health checks, and performance tuning for UCCE, CUCM, and related platforms.
Furthermore, the engineer will support integration efforts with CRM, workforce management systems, Verint / Nice call Recording & screen recording, and third-party business applications, conduct root cause analysis and resolve outages, circuit issues, and platform disruptions in close collaboration with carriers and IT teams, document and maintain detailed network, system, and operational records according to best practices, train and guide clients/end users on feature adoption and solution usage.
Technical Skills & Experience:
- Minimum 5 years of hands-on experience with Cisco UCCE, CUCM, Unity, Cisco Voice Gateways, and IVR scripting.
- Expert with 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.
- Familiarity with Cisco Unity Voicemail, unified messaging, ACD, and integration to CRM packages.
- Proficient with tools and diagnostic utilities for troubleshooting VoIP, UC, and network issues.
- Ability to perform regular backup, recovery, version upgrades, and capacity planning.
- Strong communication, collaborative, and documentation skills.
Qualifications:
- Bachelors Degree in Information Technology/Computer Science/Engineering (or equivalent experience).
- Preferred: CCNP, CCIE Collaboration, or CCNA Voice.
- Experience working across multi-vendor environments (Avaya, NICE CXOne, BrightPattern, Five9 etc.) is a plus.
- Excellent analytical and problem-solving abilities.
Location:
- Role is available for remote/hybrid arrangement, subject to business requirements.
- This position is ideal for engineers with a passion for optimizing communication systems, delivering robust contact center solutions, and driving operational excellence in enterprise environments.
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