UCCE CVP Engineer Position

4 days ago

Aligarh, Uttar Pradesh, India beBeeContactCenter Full time ₹ 1,91,78,220 - ₹ 2,58,54,160
Key Role in Contact Center Engineering

About our global digital engineering and technology services: We help top companies worldwide leverage new technology paradigms.

We take a proactive approach to ensure we can execute all ideas and creatively solve pressing business challenges. With industry expertise and empowered agile teams, we prioritize execution early in the process for impactful results.

We combine logic, creativity, and curiosity to build, solve, and create. Every day, we help clients engage with cutting-edge solutions that solve their most pressing business challenges.

Key Responsibilities:

  • Analyze business requirements to design robust contact center architectures that support scalable, resilient, and high-performing solutions.
  • Lead or participate in the installation, configuration, and deployment of contact center components, including ICM PGs, Call Servers, Gateways, Media Servers, Finesse, and supporting applications.
  • Integrate contact centers 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.
  • Develop, update, and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution, collaborating with development teams for custom requirements.
  • Provide tier-3 support for complex issues, investigate root causes, and resolve incidents involving contact centers and related technologies, participating in on-call rotations and delivering prompt resolutions to minimize downtime.
  • Monitor system health, performance metrics, and call flows, proactively identifying bottlenecks, capacity issues, and opportunities for optimization.
  • Plan, test, and execute upgrades, patches, and migrations for contact center platforms, ensuring compliance with security, regulatory, and organizational standards.
  • Maintain comprehensive documentation, including configurations, topologies, change management records, and knowledge base articles.
  • Work closely with network, telephony, security, and infrastructure teams, mentoring junior engineers and providing technical guidance on best practices and new technologies.
  • Communicate with business stakeholders to gather requirements, provide status updates, and translate technical concepts into business-focused language.
  • Ensure all solutions adhere to applicable policies, security standards, and industry best practices.

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