Cisco UCCE CVP Specialist

12 hours ago

Mumbai, Maharashtra, India beBeeSpecialist Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Title:

Cisco UCCE CVP Specialist

Job Description:

This is a senior specialist position responsible for designing and implementing robust Cisco UCCE and CVP architectures that support scalable, resilient, and high-performing contact center solutions.

The successful candidate will have extensive experience in analyzing business requirements and creating detailed design documents, high-level and low-level diagrams, and integration plans.

The ideal candidate will also have experience with cloud-based contact center solutions, Webex Contact Center, Amazon Connect, Genesys Cloud, etc.

In addition to technical skills, the successful candidate will demonstrate strong leadership, communication, and collaboration skills.

  • Design Architecture: Analyze business requirements and create detailed design documents, high-level and low-level diagrams, and integration plans.
  • Implementation Configuration: Lead or participate in the installation, configuration, and deployment of UCCE and CVP components.
  • 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.
  • 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.
  • Upgrades Patching: Plan, test, and execute upgrades, patches, and migrations for UCCE and CVP platforms.

Required Skills and Qualifications:

  • Cisco UCCE/CVP certification.
  • CCNP Collaboration, CCIE Collaboration, or equivalent certifications.
  • Experience with cloud-based contact center solutions, Webex Contact Center, Amazon Connect, Genesys Cloud, etc.
  • Knowledge of DevOps practices and automation tools, Ansible, Python, PowerShell.
  • Experience with multimedia routing, outbound campaigns, and WFM/WFO integrations.
  • ITIL v3 or v4 Foundation certification or equivalent process knowledge.

Personal Attributes:

  • Technical Leadership: Proactive in identifying and implementing technical solutions, fostering knowledge sharing, and innovation.
  • Customer Focus: Committed to understanding stakeholder needs and delivering high-quality solutions that exceed expectations.
  • Adaptability: Comfortable with change, able to quickly learn new technologies, and thrive in a fast-paced environment.
  • Attention to Detail: Consistently produces accurate, thorough, and reliable results.
  • Initiative: Demonstrates a strong sense of ownership and accountability for project outcomes.
  • Collaboration: Works effectively in cross-functional teams, valuing input, and fostering an inclusive culture.

Key Technologies and Tools:

  • Cisco UCCE, ICM, Finesse, CUIC, PGs.
  • Cisco CVP and VXML Server.
  • Cisco Unified Communications Manager (CUCM).
  • Cisco Voice Gateways (ISR/ASR series).
  • SIP, H323, QoS, TCP/IP.
  • ICM scripting, VXML, Java, JavaScript.
  • Database Integration (SQL, Oracle, etc).
  • CRM Integration (Salesforce, Dynamics, ServiceNow, etc).
  • Monitoring and Reporting Tools (CUIC, RTMT, Prognosis, etc).
  • Security and compliance tools.
  • Project management and documentation tools (JIRA, Confluence, SharePoint, etc).

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