Senior Contact Center Architect

3 days ago

Madurai, Tamil Nadu, India beBeeArchitecture Full time ₹ 18,00,000 - ₹ 24,00,000

About people-prime-worldwide: We provide digital engineering and technology services to top companies worldwide. Our Engineering First approach ensures we can execute all ideas and solve business challenges creatively.

Key Responsibilities:
  • Analyze business requirements and design robust Cisco UCCE and CVP architectures that support scalable, resilient, and high-performing contact center solutions with seamless integration of ICM PGs, Call Servers, Gateways, Media Servers, Finesse, and supporting applications.
  • Create detailed design documents and integration plans for complex UCCE and CVP deployments.
  • Lead the installation, configuration, and deployment of UCCE and CVP components including media servers, fine points and related technologies ensuring a comprehensive solution is in place.
  • Develop dynamic routing, self-service, and intelligent call distribution scripts and troubleshoot CVP VXML applications and ICM scripts on time
  • Provide expert level technical assistance on complex UCCE and CVP issues and monitor system health and performance metrics proactively identifying capacity issues and opportunities for optimization.

Requirements:

  • Cisco UCCE-CVP certification is required.
  • CCNP Collaboration or equivalent certifications are a must.
  • Experience with cloud-based contact center solutions such as Webex Contact Center, Amazon Connect, Genesys Cloud etc. is desired.
  • Knowledge of automation tools like Ansible, Python, PowerShell is a plus.
  • Experience with multimedia routing, outbound campaigns, WFM-WFO integrations is expected.
  • ITIL v3 or v4 Foundation certification or process knowledge is beneficial.
  • Familiarity with compliance frameworks such as PCI-DSS, GDPR, HIPAA is a requirement.

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