Contact Center Solution Architect

15 hours ago

Coimbatore, Tamil Nadu, India beBeeSolution Full time ₹ 1,87,50,000 - ₹ 2,25,00,000
Senior Engineer - Contact Center Solutions

We are seeking an experienced Senior Engineer to lead the design, implementation, and deployment of contact center solutions utilizing Cisco UCCE and CVP technologies.

The successful candidate will be responsible for analyzing business requirements, designing robust architectures, and creating detailed design documents and integration plans.

This is a fantastic opportunity to join our team and contribute to the delivery of impactful contact center solutions that meet the evolving needs of our clients.

Key Responsibilities:
  • Design and implement scalable, resilient, and high-performing contact center solutions using Cisco UCCE and CVP technologies.
  • 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.
Technical Requirements:
  • Cisco UCCE, ICM, Finesse, CUIC PGs, Cisco CVP, and VXML Server.
  • Cisco Unified Communications Manager (CUCM), Cisco Voice Gateways ISR/ASR series, SIP, H323, QoS, TCP/IP.
  • ICM scripting, VXML, Java, JavaScript.
  • Database Integration, SQL, Oracle, etc.
  • CRM Integration, Salesforce, Dynamics, ServiceNow, etc.
  • Monitoring and Reporting Tools, CUIC, RTMT, Prognosis, etc.
  • Security and compliance tools, JIRA, Confluence, SharePoint, etc.
PREFERRED QUALIFICATIONS:
  • 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.

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