Unified Contact Center Expert

2 days ago

Thoothukudi, Tamil Nadu, India beBeeCommunications Full time ₹ 15,00,000 - ₹ 25,00,000
Senior Communications Specialist

The role involves planning, designing, implementing, and supporting unified contact center solutions.

Key Responsibilities:

  • Design, deploy, and support contact center solutions using Cisco UCCE and CUCM platforms.
  • Develop, test, and implement IVR self-service scripts using Cisco and third-party platforms.
  • Integrate and configure Nuance TTS (Text-to-Speech) and STT (Speech-to-Text) functionality for enhanced IVR experiences.
  • Configure and troubleshoot Cisco Cube (Cisco Unified Border Element), VoIP gateways, SIP and ISDN trunks, and dial-peers.
  • Manage operational aspects including incident, change, and problem management for contact center infrastructure.
  • Capture customer call flow requirements and develop sophisticated call routing scripts and logic including integrations with 3rd party CRM applications to enable self service.
  • Execute upgrades, patch management, health checks, and performance tuning for UCCE, CUCM, and related platforms.
  • Support integration efforts with CRM, workforce management systems, Verint / Nice call Recording & screen recording and third-party business applications.
  • Conduct root cause analysis and resolve outages, circuit issues, and platform disruptions in close collaboration with carriers and IT teams.
  • 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.

Required Skills & Experience:

  • Minimum 5 years of hands-on experience with Cisco UCCE, CUCM, Unity, Cisco Voice Gateways, and IVR scripting.
  • Expert with UCCE call flow design, routing scripts, CVP IVR, and peripheral applications.
  • Advanced knowledge of Cisco Cube configuration, SIP/ISDN protocols, dial plans, and device pool management.
  • Proven track record in Nuance TTS/STT integration, testing, and troubleshooting.
  • Familiarity with Cisco Unity Voicemail, unified messaging, ACD, and integration to CRM packages.
  • Proficient with tools and diagnostic utilities for troubleshooting VoIP, UC, and network issues.
  • Ability to perform regular backup, recovery, version upgrades, and capacity planning.
  • Strong communication, collaborative, and documentation skills.

Qualifications:

  • Bachelors Degree in Information Technology/Computer Science/Engineering (or equivalent experience).
  • Preferred: CCNP, CCIE Collaboration, or CCNA Voice.
  • Experience working across multi-vendor environments (Avaya, NICE CXOne, BrightPattern, Five9 etc.) is a plus.
  • Excellent analytical and problem-solving abilities.

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