Contact Center Expert

2 weeks ago

Morādābād, Uttar Pradesh, India beBeeCommunications Full time ₹ 86,40,000 - ₹ 2,59,20,000
Unified Contact Center Solutions Engineer

The Unified Contact Center Solutions Engineer is responsible for the strategic planning, meticulous design, implementation, and proactive support of Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM) solutions.

Key Responsibilities:

  • Design, deploy, and maintain Unified UCCE and CUCM-based contact center solutions with utmost attention to detail.
  • Develop, test, and implement IVR self-service scripts using Cisco and third-party platforms, ensuring seamless customer experiences.
  • Integrate and configure Nuance TTS (Text-to-Speech) and STT (Speech-to-Text) functionality to enhance IVR capabilities.
  • Configure and troubleshoot Cisco Cube (Cisco Unified Border Element), VoIP gateways, SIP and ISDN trunks, and dial-peers with precision.
  • Manage operational aspects including incident, change, and problem management for contact center infrastructure with expertise.
  • Capture customer call flow requirements and develop sophisticated call routing scripts and logic, integrating with 3rd party CRM applications to enable self service.
  • Execute upgrades, patch management, health checks, and performance tuning for UCCE, CUCM, and related platforms with minimal downtime.
  • Support integration efforts with CRM, workforce management systems, Verint / Nice call Recording & screen recording, and third-party business applications with a customer-centric approach.
  • 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, ensuring transparency and accountability.
  • Train and guide clients/end users on feature adoption and solution usage with patience and dedication.

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