Cisco Contact Center Architect

2 days ago

Nagpur, Maharashtra, India beBeeEngineering Full time ₹ 2,20,00,000 - ₹ 2,70,00,000
Job Description

As a Senior Cisco UCCE CVP Engineer, you will be responsible for designing robust Cisco UCCE and CVP architectures that support scalable, resilient, and high-performing contact center solutions. You will create detailed design documents, high-level and low-level diagrams, and integration plans.

Key Responsibilities Include:

  • Designing and implementing Cisco UCCE and CVP architectures to support scalable, resilient, and high-performing contact center solutions
  • Creating detailed design documents, high-level and low-level diagrams, and integration plans
  • Leading or participating in the installation, configuration, and deployment of UCCE and CVP components, including ICM PGs, Call Servers, Gateways, Media Servers, Finesse, and supporting applications
  • Integrating Cisco UCCE and CVP with third-party applications such as CRM systems, workforce management, IVR call recording analytics, and other enterprise solutions
  • Developing, updating, and troubleshooting CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution
  • Collaborating with development teams for custom requirements
Required Skills and Qualifications

You must have:

  • Strong knowledge of Cisco UCCE and CVP technologies
  • Experience designing and implementing large-scale contact center solutions
  • Excellent communication and project management skills
  • Ability to work collaboratively with cross-functional teams
  • Strong problem-solving and analytical skills
Benefits

We offer:

  • A competitive salary and benefits package
  • Opportunities for professional growth and development
  • A collaborative and dynamic work environment
Others

Additional responsibilities include:

  • Providing tier-3 support for complex issues
  • Investigating root causes and resolving incidents involving UCCE, CVP, and related technologies
  • Participating in on-call rotations and delivering prompt resolutions to minimize downtime
  • Monitoring system health, performance metrics, and call flows, proactively identifying bottlenecks, capacity issues, and opportunities for optimization
  • Planning, testing, and executing upgrades, patches, and migrations for UCCE and CVP platforms
  • Maintaining comprehensive documentation, including configurations, topologies, change management records, and knowledge base articles
  • Working closely with network, telephony, security, and infrastructure teams, mentoring junior engineers and providing technical guidance on best practices and new technologies

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