Senior Network Solutions Architect

1 day ago

Kota, Rajasthan, India beBeeNetwork Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Key Contact Center Solutions Expert

A highly skilled Key Contact Center Solutions Expert is required to design, implement, and support Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM) solutions. The successful candidate will have expert skills in contact center deployments, IVR scripting, Cisco Cube configuration, and Nuance TTS/STT integration.

The ideal candidate will be able to design, deploy, and support Cisco UCCE and CUCM-based contact center solutions, develop, test, and implement IVR self-service scripts using Cisco and third-party platforms, integrate and configure Nuance TTS (Text-to-Speech) and STT (Speech-to-Text) functionality for enhanced IVR experiences, configure and troubleshoot Cisco Cube (Cisco Unified Border Element), VoIP gateways, SIP and ISDN trunks, and dial-peers, manage operational aspects including incident, change, and problem management for contact center infrastructure, capture customer call flow requirements and develop sophisticated call routing scripts and logic including integrations with 3rd party CRM applications to enable self service, execute upgrades, patch management, health checks, and performance tuning for UCCE, CUCM, and related platforms, support integration efforts with CRM, workforce management systems, Verint / Nice call Recording & screen recording and third-party business applications, conduct root cause analysis and resolve outages, circuit issues, and platform disruptions in close collaboration with carriers and IT teams, document and maintain detailed network, system, and operational records according to best practices, train and guide clients/end users on feature adoption and solution usage.

Technical Requirements:
  • 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
Desirable 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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