Senior Contact Center Solutions Architect

3 days ago

Vellore, Tamil Nadu, India beBeeEngineer Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

About this role: As a Cisco UCCE CVP Engineer, you will analyze business requirements and design robust contact center solutions.

Job Description:

We're looking for an experienced engineer to lead the installation, configuration, and deployment of our UCCE and CVP components. This includes ICM PGs, Call Servers, Gateways, Media Servers, Finesse, and supporting applications.

This role involves integrating Cisco UCCE and CVP with third-party applications like CRM systems, workforce management, IVR, call recording analytics, and other enterprise solutions.

You'll also be responsible for developing, updating, and troubleshooting CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution.

Key Responsibilities:

  • Analyze business requirements and design architecture for scalable, resilient, and high-performing contact center solutions
  • Implement and configure UCCE and CVP components, including ICM PGs, Call Servers, Gateways, Media Servers, Finesse, and supporting applications
  • Integrate UCCE and CVP with third-party applications
  • Develop and maintain CVP VXML applications and ICM scripts
  • Provide tier-3 support for complex issues involving UCCE, CVP, and related technologies

Required Skills and Qualifications:

  • 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
  • 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

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