Advanced Contact Center Solutions Specialist

7 hours ago

Mumbai, Maharashtra, India beBeeVoiceEngineer Full time ₹ 1,80,00,000 - ₹ 2,40,00,000
Senior Voice Engineer

We are seeking a highly skilled Senior Voice Engineer to join our team. In this role, you will be responsible for designing and implementing robust voice solutions that support scalable, resilient, and high-performing contact center environments.

Requirements:

  • Design architecture and analyze business requirements to create detailed design documents, high-level and low-level diagrams, and integration plans
  • 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
  • Integrate Cisco UCCE and CVP with third-party applications, such as CRM systems, workforce management, IVR, call recording, analytics, and other enterprise solutions
  • Develop, update, and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution
  • Provide tier 3 support for complex issues, investigate root causes, and resolve incidents involving UCCE, CVP, and related technologies

Benefits:

  • Monitor system health, performance metrics, and call flows
  • Proactively identify bottlenecks, capacity issues, and opportunities for optimization
  • Plan, test, and execute upgrades, patches, and migrations for UCCE and CVP platforms

Other Responsibilities:

  • Maintain comprehensive documentation, including configurations, topologies, change management records, and knowledge base articles
  • Work closely with network, telephony, security, and infrastructure teams
  • Mentor junior engineers and provide technical guidance on best practices and new technologies
  • Communicate with business stakeholders to gather requirements, provide status updates, and translate technical concepts into business-focused language
  • Ensure all solutions adhere to applicable policies, security standards, and industry best practices

Keyword: VoiceEngineer

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