Senior Business Solutions Architect

2 days ago

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

About Us:

We provide digital engineering and technology services to global companies.

Our approach ensures we can execute all ideas and creatively solve pressing business challenges.

We combine logic, creativity and curiosity to build, solve, and create.

We help clients engage with new technology paradigms, creatively building solutions that solve their most pressing business challenges and move them to the forefront of their industry.

Job Description

The Senior Contact Center Solutions Engineer will design and implement scalable resilient and highperforming contact center solutions using Cisco Unified Contact Center Enterprise (UCCE) and Cisco Customer Voice Portal (CVP).

This individual will work closely with network telephony security and infrastructure teams to ensure seamless operation with existing telephony and network environments.

Key Responsibilities

  1. Analyze business requirements and design robust architectures that support scalable resilient and highperforming contact center solutions.
  2. Create detailed design documents highlevel and lowlevel diagrams and integration plans.
  3. 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.
  4. Integrate UCCE and CVP with thirdparty applications such as CRM systems workforce management IVR call recording analytics and other enterprise solutions.
  5. Develop update and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing selfservice and intelligent call distribution.
  6. Provide tier3 support for complex issues investigate root causes and resolve incidents involving UCCE CVP and related technologies.
  7. Monitor system health performance metrics and call flows Proactively identify bottlenecks capacity issues and opportunities for optimization.
  8. Plan test and execute upgrades patches and migrations for UCCE and CVP platforms Ensure compliance with regulatory and organizational standards.
  9. Maintain comprehensive documentation including configurations topologies change management records and knowledge base articles.

Requirements

  • Cisco UCCECVP certification
  • CCNP Collaboration CCIE Collaboration or equivalent certifications
  • Experience with cloudbased 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 WFMWFO integrations
  • ITIL v3 or v4 Foundation certification or equivalent process knowledge
  • Familiarity with PCIDSS GDPR HIPAA or other compliance frameworks

Preferred Qualifications

  • Technical Leadership Proactive in identifying and implementing technical solutions fostering knowledge sharing and innovation
  • Customer Focus Committed to understanding stakeholder needs and delivering highquality solutions that exceed expectations
  • Adaptability Comfortable with change able to quickly learn new technologies and thrive in a fastpaced environment
  • Attention to Detail Consistently produces accurate thorough and reliable results
  • Initiative Demonstrates a strong sense of ownership and accountability for project outcomes
  • Collaboration Works effectively in crossfunctional teams valuing input and fostering an inclusive culture

Work Environment

India

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