Voice Communications Specialist

3 days ago

Jamnagar, Gujarat, India beBeeCommunications Full time ₹ 15,00,000 - ₹ 20,00,000

Job Title: Voice Communications Specialist

About the Role

We are seeking a skilled voice communications specialist to join our team. This role involves designing, deploying, and supporting contact center solutions using Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM).

Key Responsibilities:
  • Contact Center Solutions: Design, deploy, and support Cisco UCCE and CUCM-based contact center solutions.
  • IVR Scripting: Develop, test, and implement IVR self-service scripts using Cisco and third-party platforms.
  • Nuance TTS/STT Integration: Integrate and configure Nuance Text-to-Speech (TTS) and Speech-to-Text (STT) functionality for enhanced IVR experiences.
  • Cisco Cube Configuration: Configure and troubleshoot Cisco Cube, VoIP gateways, SIP and ISDN trunks, and dial-peers.
  • Operational Management: Manage operational aspects including incident, change, and problem management for contact center infrastructure.
  • Customer Call Flow Requirements: Capture customer call flow requirements and develop sophisticated call routing scripts and logic including integrations with 3rd party CRM applications to enable self-service.
  • Platform Upgrades and Performance Tuning: Execute upgrades, patch management, health checks, and performance tuning for UCCE, CUCM, and related platforms.
  • Integration Efforts: Support integration efforts with CRM, workforce management systems, Verint / Nice call Recording & screen recording and third-party business applications.
  • Root Cause Analysis and Troubleshooting: Conduct root cause analysis and resolve outages, circuit issues, and platform disruptions in close collaboration with carriers and IT teams.
  • Documentation and Training: 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.
Benefits of Working with Us

We offer a comprehensive benefits package that includes:

  • A competitive salary and bonus structure.
  • A range of health insurance options.
  • A generous retirement plan.
  • Opportunities for professional growth and development.

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