Senior Contact Center Solutions Specialist

14 hours ago

Kota, Rajasthan, India beBeeEngineer Full time US$ 1,25,000 - US$ 1,75,000
Cisco UCCE CVP Engineer Job Description

Our company is seeking a highly skilled Cisco UCCE CVP Engineer to join our team. As a senior-level role, this position requires designing, implementing, and maintaining complex contact center solutions using Cisco Unified Contact Center Enterprise (UCCE) and Cisco Voice Portal (CVP).

Key Responsibilities:

  • We are looking for an expert who can analyze business requirements and design robust Cisco UCCE and CVP architectures that support scalable, resilient, and high-performing contact center solutions.
  • The ideal candidate will 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.
  • Integrating Cisco UCCE and CVP with third-party applications, such as CRM systems, workforce management, IVR, call recording, analytics, and other enterprise solutions is also crucial for this role.
  • This role involves developing, updating, and troubleshooting CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution.
  • The successful candidate will provide tier-3 support for complex issues, investigate root causes, and resolve incidents involving UCCE, CVP, and related technologies.
  • Maintaining comprehensive documentation, including configurations, topologies, change management records, and knowledge base articles is essential for this position.
  • The engineer will collaborate with network, telephony, security, and infrastructure teams; mentor junior engineers and provide technical guidance on best practices and new technologies.

Preferred Qualifications:

  • Cisco UCCE-CVP certification is a plus.
  • CCNP Collaboration, CCIE Collaboration, or equivalent certifications are desirable.
  • Experience with cloud-based contact center solutions, such as Webex Contact Center, Amazon Connect, Genesys Cloud, etc., is highly valued.
  • Knowledge of DevOps practices and automation tools, such as Ansible, Python, PowerShell, is essential.
  • Familiarity with PCI-DSS, GDPR, HIPAA, or other compliance frameworks is a must.

We are looking for a talented individual who can work independently and collaboratively as part of a team to deliver high-quality results. If you have a passion for technology and a strong desire to learn and grow, we encourage you to apply for this exciting opportunity.

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