Senior Contact Center Solutions Architect

22 hours ago

Bikaner, Rajasthan, India beBeeEngineer Full time ₹ 2,20,00,000 - ₹ 2,60,00,000

About this role: A senior Cisco UCCE CVP engineer is responsible for designing, implementing, and maintaining complex contact center solutions using Cisco Unified Contact Center Enterprise (UCCE) and Customer Voice Portal (CVP).

Key Responsibilities:
  • Design architecture and analyze business requirements to create robust Cisco UCCE and CVP architectures that support scalable, resilient, and high-performing contact center solutions.
  • 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, ensuring seamless operation with existing telephony and network environments.
  • Develop, update, and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution, collaborating with development teams for custom requirements.
  • Provide tier-3 support for complex issues, investigate root causes, and resolve incidents involving UCCE, CVP, and related technologies, participating in on-call rotations and delivering prompt resolutions to minimize downtime.
  • Monitor system health, performance metrics, and call flows, proactively identifying bottlenecks, capacity issues, and opportunities for optimization.
  • Plan, test, and execute upgrades, patches, and migrations for UCCE and CVP platforms, ensuring compliance with security, regulatory, and organizational standards.
  • Maintain comprehensive documentation, including configurations, topologies, change management records, and knowledge base articles.

Required Skills and Qualifications:

  • Cisco UCCE-CVP certification
  • CCNP Collaboration or CCIE Collaboration or equivalent certifications
  • Experience with cloud-based contact center solutions, such as Webex Contact Center or Amazon Connect
  • Knowledge of DevOps practices and automation tools, such as Ansible, Python, or PowerShell
  • Experience with multimedia routing, outbound campaigns, and WFM-WFO integrations
  • ITIL v3 or v4 Foundation certification or equivalent process knowledge
  • Familiarity with PCI-DSS, GDPR, HIPAA, or other compliance frameworks

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