Senior Contact Center Solutions Architect

5 days ago

Jaipur, Rajasthan, India beBeeEngineer Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Cisco UCCE CVP Engineer Position

We are seeking an experienced engineer to join our team as a Cisco UCCE CVP Engineer. This is a unique opportunity to work on challenging projects and contribute to the growth and success of our organization.

Key Responsibilities
  • Design and Implementation: Design and implement robust Cisco UCCE and CVP architectures that support scalable, resilient, and high-performing contact center solutions.
  • System Integration: Integrate Cisco UCCE and CVP with third-party applications, CRM systems, workforce management, IVR, call recording, analytics, and enterprise solutions.
  • Scripting and Application Development: Develop, update, and troubleshoot CVP VXML applications, ICM scripts, dynamic routing, self-service, intelligent call distribution, and collaborate with development teams for custom requirements.
  • Support and Troubleshooting: Provide tier-3 support for complex issues, investigate root causes, resolve incidents involving UCCE and CVP-related technologies, and participate in on-call rotations to deliver prompt resolutions and minimize downtime.
  • Performance Monitoring and Optimization: Monitor system health, performance metrics, and call flows, proactively identify bottlenecks and capacity issues, and opportunities for optimization.
  • Upgrades and Patching: Plan, test, and execute upgrades and patches for the UCCE and CVP platforms, ensuring compliance with security, regulatory, and organizational standards.
  • Documentation and Knowledge Sharing: Maintain comprehensive documentation of configurations, topologies, change management records, and knowledge base articles.
Required Skills and Qualifications
  • Technical Expertise: Proficiency in Cisco UCCE and CVP, including ICM PGs, Call Servers, Gateways, Media Servers, Finesse, and supporting applications.
  • Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams, stakeholders, and business leaders.
  • Problem-Solving and Analytical Skills: Strong problem-solving and analytical skills, with the ability to analyze complex technical issues, identify root causes, and develop effective solutions.

This role offers a competitive salary and benefits package, including hybrid work arrangements, opportunities for professional growth and development, and a collaborative work environment.

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