Contact Center Technical Specialist

5 hours ago

Dombivli, Maharashtra, India beBeeTechnical Full time ₹ 1,42,07,350 - ₹ 2,13,10,800

Job Title: Senior Cisco UCCE CVP Engineer

At People Prime Worldwide, we empower our clients to engage with new technology paradigms by building solutions that solve their most pressing business challenges and move them to the forefront of their industry.

Key Responsibilities:
  • Design Architecture: Analyze business requirements and design robust Cisco UCCE and CVP architectures that support scalable, resilient, and high-performing contact center solutions.
  • 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 Cisco UCCE and CVP with third-party applications such as CRM systems, workforce management, IVR, call recording analytics, and other enterprise solutions, ensuring seamless operation with existing telephony and network environments.
  • Scripting Application Development: Develop, update, and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution, collaborating with development teams for custom requirements.
  • Support Troubleshooting: Provide tier-3 support for complex issues, investigate root causes, and resolve incidents involving UCCE, CVP, and related technologies, participating in on-call rotations and delivering prompt resolutions to minimize downtime.

Preferred Qualifications include having Cisco UCCE-CVP certification, CCNP Collaboration, CCIE Collaboration, or equivalent certifications, experience with cloud-based contact center solutions, knowledge of DevOps practices and automation tools, experience with multimedia routing, outbound campaigns, and WFM-WFO integrations, ITIL v3 or v4 Foundation certification, familiarity with PCI-DSS, GDPR, HIPAA, or other compliance frameworks, and personal attributes such as technical leadership, customer focus, adaptability, attention to detail, initiative, and collaboration skills.

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