Contact Center Infrastructure Specialist

4 hours ago

Amrāvati, Maharashtra, India beBeeEngineer Full time US$ 80,000 - US$ 1,40,000
UCCE and CUCM Solutions Expert

The primary responsibility of this role is to develop and implement contact center solutions for enterprise environments.

Key Responsibilities:

  • Develop, design, and deploy Cisco UCCE and CUCM-based contact center solutions.
  • Design, 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.

Required Skills & Qualifications:

  • Minimum 5 years of hands-on experience with Cisco UCCE, CUCM, Unity, Cisco Voice Gateways, and IVR scripting.
  • Expert-level understanding of 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.
  • 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.

Benefits:

  • Competitive salary.
  • Opportunities for professional growth and development.
  • A dynamic work environment.

Others:

  • Interesting challenges and projects.
  • A collaborative team environment.

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