High-Performance Contact Center Solutions Engineer

3 days ago

Ahmedabad, Gujarat, India beBeeEngineer Full time ₹ 1,80,00,000 - ₹ 2,50,00,000

High-Performance Contact Center Solutions Engineer

About the Role:

We are seeking a highly skilled engineer to design and implement scalable, resilient, and high-performing contact center solutions using Cisco Unified Contact Center Enterprise (UCCE) and Customer Voice Portal (CVP).

The ideal candidate will have experience in designing architecture for business requirements, creating detailed design documents, and leading the installation, configuration, and deployment of UCCE and CVP components.

Key Responsibilities:

  • Design architecture for business requirements and 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 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.

Requirements:

  • Cisco UCCE-CVP certification
  • CCNP Collaboration, CCIE Collaboration, or equivalent certifications
  • Experience with cloud-based contact center solutions, Webex Contact Center, Amazon Connect, Genesys Cloud, etc.
  • Knowledge of DevOps practices and automation tools, Ansible, Python, 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

What We Offer:

  • A challenging and rewarding role that requires technical leadership and problem-solving skills
  • A collaborative and supportive work environment
  • Opportunities for professional growth and development

How to Apply:

If you're passionate about delivering high-quality solutions that exceed expectations, please submit your application.

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