High-Volume Call Center Solutions Specialist

3 days ago

Lucknow, Uttar Pradesh, India beBeeNetworkEngineer Full time ₹ 10,00,000 - ₹ 15,00,000
Job Title

Cisco Network Engineer

Job Description

We are seeking an experienced professional to lead the planning, design, implementation, and support of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM) solutions. The ideal candidate will have a strong background in contact center deployments, IVR scripting, Cisco Cube, and Nuance TTS/STT integration.

This role will involve supporting end-to-end project delivery and operational excellence in high-volume call center environments. Responsibilities include designing, deploying, and supporting Cisco UCCE and CUCM-based contact center solutions, developing and testing IVR self-service scripts using Cisco and third-party platforms, integrating and configuring Nuance TTS and STT functionality for enhanced IVR experiences, and configuring and troubleshooting Cisco Cube, VoIP gateways, SIP and ISDN trunks, and dial-peers.

The successful candidate will also be responsible for managing operational aspects including incident, change, and problem management for contact center infrastructure, capturing customer call flow requirements, and developing sophisticated call routing scripts and logic including integrations with 3rd party CRM applications to enable self service. Additionally, this role will involve executing upgrades, patch management, health checks, and performance tuning for UCCE, CUCM, and related platforms.

The ideal candidate will have a minimum of 5 years of hands-on experience with Cisco UCCE, CUCM, Unity, Cisco Voice Gateways, and IVR scripting. Expertise in UCCE call flow design, routing scripts, CVP IVR, and peripheral applications is required. Advanced knowledge of Cisco Cube configuration, SIP/ISDN protocols, dial plans, and device pool management is also necessary.

A proven track record in Nuance TTS/STT integration, testing, and troubleshooting is essential. Familiarity with Cisco Unity Voicemail, unified messaging, ACD, and integration to CRM packages is also beneficial. Proficiency with tools and diagnostic utilities for troubleshooting VoIP, UC, and network issues is required.

In addition to technical skills, the successful candidate will have strong communication, collaborative, and documentation skills. A Bachelor's Degree in Information Technology/Computer Science/Engineering (or equivalent experience) is required. Preferred certifications include CCNP, CCIE Collaboration, or CCNA Voice. Experience working across multi-vendor environments (Avaya, NICE CXOne, BrightPattern, Five9 etc.) is a plus.

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