Unified Communication Systems Specialist

7 days ago

Mangalore, Karnataka, India beBeeEngineer Full time ₹ 15,00,000 - ₹ 20,00,000
Role Overview

The Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM) Engineer is responsible for planning, designing, implementing, and supporting complex communication solutions.

This includes expert skills in contact center deployments, IVR scripting, Cisco Cube, and Nuance TTS/STT integration.

The role supports end-to-end project delivery and operational excellence in high-volume call center environments.

Key Responsibilities:
  • Design and Deploy Solutions: Design, deploy, and support integrated UCCE and CUCM-based contact center solutions.
  • IVR Scripting: Develop, test, and implement IVR self-service scripts using Cisco and third-party platforms.
  • Nuance Integration: Integrate and configure Nuance TTS (Text-to-Speech) and STT (Speech-to-Text) functionality for enhanced IVR experiences.
  • Cisco Cube Configuration: Configure and troubleshoot Cisco Cube, VoIP gateways, SIP, and ISDN trunks, and dial-peers.
  • Operational Management: Manage operational aspects including incident, change, and problem management for contact center infrastructure.
  • Call Flow Requirements: Capture customer call flow requirements and develop sophisticated call routing scripts and logic including integrations with 3rd party CRM applications to enable self service.
  • System Maintenance: Execute upgrades, patch management, health checks, and performance tuning for UCCE, CUCM, and related platforms.
  • Integration and Support: Support integration efforts with CRM, workforce management systems, Verint / Nice call Recording & screen recording and third-party business applications.
  • Root Cause Analysis: Conduct root cause analysis and resolve outages, circuit issues, and platform disruptions in close collaboration with carriers and IT teams.
  • Documentation and Training: Document and maintain detailed network, system, and operational records according to best practices, and train and guide clients/end users on feature adoption and solution usage.
Technical Skills & Experience:
  • Minimum 5 years of hands-on experience with Cisco UCCE, CUCM, Unity, Cisco Voice Gateways, and IVR scripting.
  • Expert with UCCE call flow design, routing scripts, CVP IVR, and peripheral applications.
  • Advanced knowledge of Cisco Cube configuration, SIP/ISDN protocols, dial plans, and device pool management.
  • Proven track record in Nuance TTS/STT integration, testing, and troubleshooting.
  • Familiarity with Cisco Unity Voicemail, unified messaging, ACD, and integration to CRM packages.
  • Proficient with tools and diagnostic utilities for troubleshooting VoIP, UC, and network issues.
  • Ability to perform regular backup, recovery, version upgrades, and capacity planning.
  • Strong communication, collaborative, and documentation skills.
Qualifications:
  • Bachelors Degree in Information Technology/Computer Science/Engineering (or equivalent experience).
  • Preferred: CCNP, CCIE Collaboration, or CCNA Voice.
  • Experience working across multi-vendor environments (Avaya, NICE CXOne, BrightPattern, Five9 etc.) is a plus.
  • Excellent analytical and problem-solving abilities.

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