Cisco CVP and UCCE Solution Developer
3 days ago
This position involves designing and implementing robust Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Customer Voice Portal (CVP) architectures that support scalable, resilient, and high-performing contact center solutions.
Key Responsibilities include designing architecture, analyzing business requirements, creating detailed design documents, high-level and low-level diagrams, and integration plans. The role also involves 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.
System Integration involves integrating UCCE and CVP with third-party applications such as CRM systems, workforce management, IVR call recording analytics, and other enterprise solutions, ensuring seamless operation with existing telephony and network environments.
Scripting Application Development involves 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.
Support Troubleshooting involves 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.
Performance Monitoring Optimization involves monitoring system health, performance metrics, and call flows, proactively identifying bottlenecks, capacity issues, and opportunities for optimization.
Upgrades Patching Plan test and execute upgrades, patches, and migrations for UCCE and CVP platforms, ensuring compliance with security, regulatory, and organizational standards.
Documentation involves maintaining comprehensive documentation, including configurations, topologies, change management records, and knowledge base articles.
Candidate should have experience with cloud-based contact center solutions, Webex Contact Center, Amazon Connect, Genesys Cloud, etc., and Knowledge of DevOps practices and automation tools, Ansible, Python, PowerShell, etc. Candidate must have Cisco UCCE-CVP certification.
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