Enterprise Contact Center Solutions Specialist

1 day ago

Vijayawada, Andhra Pradesh, India beBeeNetwork Full time ₹ 15,00,000 - ₹ 20,00,000

Job Opportunity:

Cisco Network Solutions Engineer

This position involves designing, implementing, and supporting Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM) solutions.

  • Key Responsibilities
  • Plan, design, deploy, and maintain Cisco UCCE and CUCM-based contact center solutions.
  • Develop, test, and implement IVR self-service scripts using Cisco platforms.
  • Integrate and configure Nuance TTS (Text-to-Speech) and STT (Speech-to-Text) 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.
  • Execute upgrades, patch management, health checks, and performance tuning for UCCE, CUCM, and related platforms.
  • Support integration efforts with CRM, workforce management systems, and third-party business applications.
  • Conduct root cause analysis and resolve outages, circuit issues, and platform disruptions.
  • 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.
Required Skills & Experience
  • Minimum 5 years of hands-on experience with Cisco UCCE, CUCM, Unity, Cisco Voice Gateways, and IVR scripting.
  • Expert-level knowledge of UCCE call flow design, routing scripts, CVP IVR, and peripheral applications.
  • Advanced understanding 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.
Qualifications
  • Bachelor's Degree in Information Technology, Computer Science, or Engineering (or equivalent experience).
  • Preferred: CCNP, CCIE Collaboration, or CCNA Voice certifications.
  • Experience working across multi-vendor environments is a plus.
  • Excellent analytical and problem-solving abilities.

This role offers a unique opportunity to work remotely/hybrid arrangement, subject to business requirements.

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