Senior Contact Center Architect

5 days ago

Bharatpur, Rajasthan, India beBeeExpertise Full time ₹ 1,80,00,000 - ₹ 2,15,00,000
Cisco UCCE CVP Expert

Key Qualifications:

  • Design and Implementation: Develop robust contact center architectures that support scalable, resilient, and high-performing solutions.
  • System Integration: Integrate Cisco UCCE and CVP with third-party applications such as CRM systems, workforce management, IVR call recording analytics, and other enterprise solutions.
  • Scripting Application Development: Create, update, and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution.
  • Support Troubleshooting: Provide tier-3 support for complex issues, investigate root causes, and resolve incidents involving UCCE, CVP, and related technologies.

Job Description:

Key Responsibilities:

  1. Develop and implement scalable, resilient, and high-performing contact center architectures.
  2. Integrate Cisco UCCE and CVP with third-party applications, including CRM systems, workforce management, and IVR call recording analytics.
  3. Create, update, and troubleshoot CVP VXML applications and ICM scripts.
  4. Provide tier-3 support for complex issues, investigating root causes and resolving incidents.
  5. Monitor system health, performance metrics, and call flows to identify bottlenecks, capacity issues, and opportunities for optimization.
  6. Plan, test, and execute upgrades, patches, and migrations for UCCE and CVP platforms, ensuring compliance with security, regulatory, and organizational standards.
  7. Maintain comprehensive documentation, including configurations, topologies, change management records, and knowledge base articles.
  8. Collaborate with network, telephony, security, and infrastructure teams, mentor junior engineers, and provide technical guidance on best practices and new technologies.

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