Senior Contact Center Specialist

12 hours ago

Thrissur, Kerala, India beBeeContactCenter Full time ₹ 15,00,000 - ₹ 22,00,000

Job Overview

We are seeking a seasoned Contact Center Professional to join our team. As a key member of our organization, you will be responsible for designing, implementing, and supporting cutting-edge contact center solutions utilizing Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM).

Key Responsibilities:

  • Design, deploy, and support advanced contact center solutions leveraging UCCE and CUCM platforms.
  • Develop 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 to enhance customer experience.
  • Configure and troubleshoot Cisco Cube, VoIP gateways, SIP, ISDN trunks, and dial-peers.
  • Capture customer call flow requirements and develop sophisticated call routing scripts and logic, including integrations with CRM applications.
  • 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 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:

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

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