Unified Contact Center Engineer

3 days ago


Kanpur, Uttar Pradesh, India beBeeEngineering Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Title: Unified Contact Center Engineer

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We are seeking a highly skilled and experienced Unified Contact Center (UCC) Engineer to join our team. As a UCC Engineer, you will be responsible for designing, implementing, and maintaining complex contact center solutions using Cisco UCCE and CVP technologies.

  • Key Responsibilities:
  • Design Architecture: Analyze business requirements and design robust architectures that support scalable contact center solutions.
  • Implementation 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.
  • Scripting Application Development: Develop, 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.
  • Performance Monitoring Optimization: Monitor system health, performance metrics, and call flows, proactively identify bottlenecks, capacity issues, and opportunities for optimization.

Required Skills and Qualifications:

  • Mandatory Skills:
  • Azure Infrastructure Services
  • UCCX
  • AWS Infrastructure Services
  • Cisco Webex
  • Cisco IPCC
  • NICE Contact Center
  • CUCM
  • Collaboration

Preferred Qualifications:

  • Preferred Qualifications:
  • Cisco UCCE/CVP certification


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