Contact Center Technology Specialist

1 day ago

Bengaluru, Karnataka, India beBeeEngineering Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Description

Our organization is a leader in digital engineering and technology services, catering to Forbes Global 2000 companies worldwide.

We combine logic, creativity, and curiosity to build, solve, and create innovative solutions that meet pressing business challenges.

Key Responsibilities
  • Design Architecture: Develop robust Cisco UCCE and CVP architectures that support scalable, resilient, and high-performing contact center solutions.
  • Implementation Configuration: 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.
  • System Integration: Integrate Cisco UCCE and CVP with third-party applications, such as CRM systems, workforce management, IVR, call recording, analytics, and other enterprise solutions. Ensure seamless operation with existing telephony and network environments.
  • Scripting Application Development: Develop, update, and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution. Collaborate with development teams for custom requirements.
  • Support Troubleshooting: Provide tier-3 support for complex issues, investigate root causes, and resolve incidents involving UCCE, CVP, and related technologies. Participate in on-call rotations and deliver prompt resolutions to minimize downtime.
  • Performance Monitoring Optimization: Monitor system health, performance metrics, and call flows. Proactively identify bottlenecks, capacity issues, and opportunities for optimization.
  • Upgrades Patching: Plan, test, and execute upgrades, patches, and migrations for UCCE and CVP platforms. Ensure compliance with security, regulatory, and organizational standards.
  • Documentation: Maintain comprehensive documentation, including configurations, topologies, change management records, and knowledge base articles.
Collaboration & Mentoring
  • Work closely with network, telephony, security, and infrastructure teams.
  • Mentor junior engineers and provide technical guidance on best practices and new technologies.
Stakeholder Engagement
  • Communicate with business stakeholders to gather requirements, provide status updates, and translate technical concepts into business-focused language.
Compliance & Security
  • Ensure all solutions adhere to applicable policies, security standards, and industry best practices.

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