Advanced Contact Center Engineer

We are a team of experienced digital engineers who provide engineering and technology services to leading global companies. Our approach is centered around delivering high-quality solutions that meet the evolving needs of our clients.

Our goal is to create innovative and scalable contact center solutions that drive business results. We achieve this by leveraging our expertise in Cisco UCCE and CVP technologies, combined with our knowledge of industry best practices.

Key Responsibilities

• Solution Design: Analyze client requirements and design robust contact center architectures that support scalable and resilient solutions. Create detailed design documents, diagrams, and integration plans.

• Implementation and Configuration: 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.

• 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. Ensure seamless operation with existing telephony and network environments.

• Scripting and Application Development: Develop, update, and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution. Collaborate with development teams for custom requirements.

• Troubleshooting and Support: Provide tier-3 support for complex issues, investigate root causes, and resolve incidents involving UCCE, CVP, and related technologies. Participate in on-call rotations and deliver prompt resolutions to minimize downtime.

• Performance Monitoring and Optimization: Monitor system health, performance metrics, and call flows. Proactively identify bottlenecks, capacity issues, and opportunities for optimization.

• Upgrades and Patching: Plan, test, and execute upgrades, patches, and migrations for UCCE and CVP platforms. Ensure compliance with security, regulatory, and organizational standards.

• Documentation and Knowledge Sharing: Maintain comprehensive documentation, including configurations, topologies, change management records, and knowledge base articles. Share knowledge with the team to promote best practices and innovation.

• Collaboration and Mentoring: Work closely with network, telephony, security, and infrastructure teams. Mentor junior engineers and provide technical guidance on best practices and new technologies.

• Stakeholder Engagement and Communication: Communicate with business stakeholders to gather requirements, provide status updates, and translate technical concepts into business-focused language.

• Compliance and Security: Ensure all solutions adhere to applicable policies, security standards, and industry best practices.

Required Skills and Qualifications

• Cisco UCCE and CVP Expertise: Strong understanding of Cisco UCCE and CVP technologies, including ICM PGs, Call Servers, Gateways, Media Servers, Finesse, and supporting applications.

• Programming and Scripting Skills: Proficiency in programming languages such as Java, JavaScript, and Python. Experience with scripting languages like VXML and ICM.

• Database and Integration Skills: Knowledge of database integration, including SQL and Oracle. Experience with integrating third-party applications with UCCE and CVP.

• ITIL and Process Knowledge: Familiarity with ITIL v3 or v4 Foundation certification or equivalent process knowledge.

• Cloud-Based Contact Center Solutions: Experience with cloud-based contact center solutions, including Webex Contact Center, Amazon Connect, and Genesys Cloud.

• DevOps Practices and Automation Tools: Knowledge of DevOps practices and automation tools, including Ansible, Python, and PowerShell.

• Security and Compliance Frameworks: Familiarity with security and compliance frameworks, including PCIDSS, GDPR, HIPAA, and others.

Benefits

• Opportunities for Growth and Development: We offer opportunities for career growth and professional development, including training and mentorship programs.

• Collaborative and Dynamic Work Environment: Our team is collaborative and dynamic, with a focus on innovation and continuous improvement.

• Competitive Compensation and Benefits Package: We offer a competitive compensation and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

Others

• Personal Attributes: We value personal attributes such as technical leadership, customer focus, adaptability, attention to detail, initiative, and collaboration.