Senior Contact Center Architect Engineer

6 days ago

Solapur, Maharashtra, India beBeeEngineer Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Job Overview

Critical to our success is a skilled engineer who can design and implement Cisco UCCE CVP architectures that meet the complex needs of contact center solutions.

We seek a motivated professional with expertise in Cisco UCCE ICM Finesse CUIC PGs Cisco CVP and VXML Server Unified Communications Manager CUCM Voice Gateways ISR ASR series SIP H323 QoS TCPIP and database integration SQL Oracle etc.

Key Responsibilities:
  • Design and Implementation
    • Analyze business requirements and develop robust Cisco UCCE and CVP architectures that support scalable resilient and highperforming contact center solutions.
    • Create detailed design documents highlevel and lowlevel diagrams and integration plans.
  • Leadership and Technical Expertise
    • 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.
    • Integrate Cisco UCCE and CVP with thirdparty applications such as CRM systems workforce management IVR call recording analytics and other enterprise solutions.
  • Development and Troubleshooting
    • Develop update and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing selfservice and intelligent call distribution.
    • Provide tier3 support for complex issues investigate root causes and resolve incidents involving UCCE CVP and related technologies.
  • System Monitoring and Optimization
    • Monitor system health performance metrics and call flows Proactively identify bottlenecks capacity issues and opportunities for optimization.
Requirements:
  • Must have Cisco UCCECVP certification.
  • Collaboration Works effectively in crossfunctional teams valuing input and fostering an inclusive culture.
  • Key Technologies and Tools:
  • Cisco UCCE ICM Finesse CUIC PGs.
  • Cisco CVP and VXML Server.
  • Cisco Unified Communications Manager CUCM.
  • Cisco Voice Gateways ISRASR series.
  • SIP H323 QoS TCPIP.
  • ICM scripting VXML JavaJavaScript.
  • Database Integration SQL Oracle etc.
  • CRM Integration Salesforce Dynamics ServiceNow.
  • Monitoring and Reporting Tools CUIC RTMT Prognosis etc.
  • Security and compliance tools.
  • Project management and documentation tools JIRA Confluence SharePoint.

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