CVP Systems Architect

Job Title: Cisco UCCE CVP Engineer

We are seeking a highly skilled and experienced Cisco UCCE CVP Engineer to join our team. As a key member of our organization, you will be responsible for designing and implementing robust Cisco UCCE and CVP architectures that support scalable, resilient, and high-performing contact center solutions.

• About the Role:

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  The ideal candidate will have extensive experience in the design, implementation, and maintenance of Cisco UCCE and CVP systems. You will work closely with our technical teams to ensure seamless integration with existing telephony and network environments. Your strong analytical skills and attention to detail will enable you to identify bottlenecks and opportunities for optimization, ensuring maximum system uptime and performance.

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• Responsibilities:

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  • Design Architecture:

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    You will analyze business requirements and design robust Cisco UCCE and CVP architectures that support scalable, resilient, and high-performing contact center solutions. This includes creating detailed design documents, high-level and low-level diagrams, and integration plans.

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  • Implementation Configuration:

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    You will 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.

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  • System Integration:

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    You will integrate Cisco UCCE and CVP with third-party applications such as CRM systems, workforce management, IVR, call recording analytics, and other enterprise solutions. Ensuring seamless operation with existing telephony and network environments is essential.

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  • Scripting Application Development:

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    You will develop, update, and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution. Collaboration with development teams for custom requirements is required.

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  • Support Troubleshooting:

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    You will provide tier-3 support for complex issues, investigate root causes, and resolve incidents involving UCCE, CVP, and related technologies. Participating in on-call rotations and delivering prompt resolutions to minimize downtime is critical.

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  • Performance Monitoring Optimization:

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    You will monitor system health, performance metrics, and call flows. Proactively identifying bottlenecks, capacity issues, and opportunities for optimization is essential to ensure maximum system uptime and performance.

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  • Upgrades Patching:

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    You will plan, test, and execute upgrades, patches, and migrations for UCCE and CVP platforms. Ensuring compliance with security, regulatory, and organizational standards is mandatory.

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  • Documentation:

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    You will maintain comprehensive documentation, including configurations, topologies, change management records, and knowledge base articles.

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Required Skills and Qualifications:

To succeed in this role, you will need:

• Cisco UCCE CVP Certification:

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  Mandatory certification in Cisco UCCE and CVP.

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• CCNP Collaboration CCIE Collaboration or Equivalent Certifications:

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  Desirable certifications include CCNP Collaboration, CCIE Collaboration, or equivalent.

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• Experience with Cloud-Based Contact Center Solutions:

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  Familiarity with cloud-based contact center solutions, such as Webex Contact Center, Amazon Connect, Genesys Cloud, etc.

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• Knowledge of DevOps Practices and Automation Tools:

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  Understanding of DevOps practices and automation tools, such as Ansible, Python, PowerShell, etc.

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• Experience with Multimedia Routing Outbound Campaigns and WFM/WFO Integrations:

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  Familiarity with multimedia routing, outbound campaigns, and WFM/WFO integrations.

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• ITIL v3 or v4 Foundation Certification or Equivalent Process Knowledge:

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  Desirable ITIL v3 or v4 Foundation certification or equivalent process knowledge.

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• Familiarity with PCI-DSS GDPR HIPAA or Other Compliance Frameworks:

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  Familiarity with PCI-DSS, GDPR, HIPAA, or other compliance frameworks.

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Benefits:

As a valued member of our team, you will enjoy:

• Opportunities for Professional Growth:

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  A supportive environment that encourages learning and growth.

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• Collaborative Team Environment:

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  A dynamic team that values collaboration and open communication.

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• Competitive Compensation Package:

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  A competitive compensation package that reflects your expertise and value to the organization.

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Others:

We are an equal opportunities employer and welcome applicants from diverse backgrounds. If you are passionate about technology and committed to delivering exceptional results, please apply today.