Expert Voice and Contact Center Engineer

1 day ago

Pune, Maharashtra, India beBeeContact Full time ₹ 8,00,000 - ₹ 15,00,000

Job Summary

We are seeking an experienced Voice and Contact Center Engineer to design, develop, and support IVR solutions for Service Desk, BPO, and Service Operations environments.

In this role, you will leverage expertise in Cisco Webex Contact Center Enterprise (WxCCE) and Visual IVR platforms to deliver customized call flow designs that meet business needs.

The ideal candidate will have a deep understanding of call routing logic, queue management, and IVR architecture, as well as experience managing WxCCE Admin Portal configurations and user roles.

Main Responsibilities

  • Design and develop WxCCE Visual IVR workflows tailored to customer requirements.
  • Implement and manage Cisco CVP call routing, ICM scripting, and VXML-based applications.
  • Integrate IVR with backend systems and utilize Google CCAI CX capabilities such as Dialogflow CX and speech recognition (STT/NLU).
  • Administer system configurations, user roles, and routing strategies through the WxCCE Admin Portal.
  • Collaborate with stakeholders to gather requirements and optimize call flow designs continuously.
  • Troubleshoot and resolve production issues related to voice infrastructure and IVR services promptly.
  • Evaluate all voice applications to ensure they are well documented, version-controlled, and deployed according to best practices.

Required Skills and Qualifications

  • 5+ years of hands-on experience with Cisco WxCCE in an enterprise environment.
  • Proven expertise in building and supporting Visual IVR solutions.
  • Strong knowledge of Cisco Voice Portal (CVP) and ICM scripting.
  • Deep understanding of call routing logic, queue management, and IVR architecture.
  • Experience managing WxCCE Admin Portal configurations and user roles.
  • Strong problem-solving skills to diagnose and resolve complex contact center issues in real-time.

Nice to Have

  • Experience integrating with Google Contact Center AI (CCAI CX) for conversational IVR and speech recognition.
  • Familiarity with Packaged Contact Center Enterprise (PCCE) and hybrid deployment models.
  • Knowledge of REST APIs for CRM or third-party platform integrations.

Education and Certifications

Bachelor's degree or higher in Information Technology, Computer Science, or related fields is required.

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