Contact Center Enterprise Expert

1 day ago

Mount Abu, Rajasthan, India beBeeEnterprise Full time ₹ 14,00,000 - ₹ 22,40,000
Job Summary

We are seeking a highly skilled Contact Center Enterprise expert to join our team. The ideal candidate will have extensive experience with Cisco UCCE, CUCM, and IVR scripting.

Key Responsibilities
  • Design, deploy, and support Cisco UCCE and CUCM-based contact center solutions
  • Develop, test, and implement IVR self-service scripts using Cisco and third-party platforms
  • Integrate and configure Nuance TTS and STT functionality for enhanced IVR experiences
  • Configure and troubleshoot Cisco Cube, 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
Requirements
  • 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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