Unified Contact Center Expert

3 days ago

Pune, Maharashtra, India beBeeEngineering Full time US$ 1,60,000 - US$ 2,00,000

Job Title: Unified Contact Center Engineer

About the Role:

  • We are seeking an experienced Unified Contact Center Engineer to design, implement, and maintain scalable and high-performing contact center solutions.
  • The ideal candidate will have a strong background in Cisco UCCE and CVP architectures, with experience in integrating third-party applications and developing CVP VXML applications and ICM scripts.

Key Responsibilities:

  • Design Architecture: Analyze business requirements and design robust contact center architectures that support scalability, resilience, and high performance.
  • Implementation Configuration: Lead or participate in the installation, configuration, and deployment of UCCE and CVP components, including ICM PGs, Call Servers, Gateways, Media Servers, Finesse, and supporting applications.
  • System Integration: Integrate UCCE and CVP with third-party applications, such as CRM systems, workforce management, IVR call recording analytics, and other enterprise solutions.
  • Scripting Application Development: Develop, update, and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution.
  • Support Troubleshooting: Provide tier-3 support for complex issues, investigate root causes, and resolve incidents involving UCCE, CVP, and related technologies.
  • Performance Monitoring Optimization: Monitor system health, performance metrics, and call flows; proactively identify bottlenecks, capacity issues, and opportunities for optimization.
  • Upgrades Patching: Plan, test, and execute upgrades, patches, and migrations for UCCE and CVP platforms, ensuring compliance with security, regulatory, and organizational standards.
  • Documentation: Maintain comprehensive documentation, including configurations, topologies, change management records, and knowledge base articles.
  • Collaboration Mentoring: Work closely with network telephony security, and infrastructure teams; mentor junior engineers and provide technical guidance on best practices and new technologies.
  • Stakeholder Engagement: Communicate with business stakeholders to gather requirements, provide status updates, and translate technical concepts into business-focused language.
  • Compliance Security: Ensure all solutions adhere to applicable policies, security standards, and industry best practices.

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