Contact Center Architect

18 hours ago

Bengaluru, Karnataka, India beBeeUnified Full time ₹ 1,80,00,000 - ₹ 2,10,00,000
Cisco UCCE CVP Engineer

Job Summary:

We are seeking a highly skilled Cisco UCCE CVP engineer to join our team. As a Cisco UCCE CVP engineer, you will be responsible for designing and implementing robust contact center solutions using Cisco Unified Contact Center Enterprise (UCCE) and Cisco Customer Voice Portal (CVP).

Main Responsibilities:

  • Analyze business requirements and design scalable, resilient, and high-performing contact center architectures.
  • Implement and configure UCCE and CVP components, including ICM PGs, Call Servers, Gateways, Media Servers, Finesse, and supporting applications.
  • Integrate UCCE and CVP with third-party applications, such as CRM systems, workforce management, IVR, call recording analytics, and other enterprise solutions.
  • Develop, update, and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution.
  • Provide tier-3 support for complex issues, investigate root causes, and resolve incidents involving UCCE, CVP, and related technologies.
  • Monitor system health, performance metrics, and call flows; proactively identify bottlenecks, capacity issues, and opportunities for optimization.
  • Plan, test, and execute upgrades, patches, and migrations for UCCE and CVP platforms; ensure 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; mentor junior engineers and provide 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.

Requirements:

  • Cisco UCCE CVP certification
  • Collaboration and teamwork skills
  • Effective communication and problem-solving skills
  • Strong analytical and technical skills
  • Ability to work in a fast-paced environment

Preferred Qualifications:

  • Azure Infra Services
  • Cisco Webex
  • CUCM

Benefits:

We offer a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

How to Apply:

If you are a motivated and experienced Cisco UCCE CVP engineer looking for a new challenge, please submit your resume and cover letter for consideration.

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