Contact Center Solution Architect

1 day ago

Bengaluru, Karnataka, India beBeeNetwork Full time ₹ 15,00,000 - ₹ 30,00,000

Job Title: Network Optimization Specialist

Role Overview:

The goal of the Network Optimization Specialist is to design, implement, and support robust contact center solutions for enterprise environments.

Key Responsibilities:

  • Design, deploy, and maintain UCCE and CUCM-based contact center infrastructure
  • Develop and test IVR self-service scripts using Cisco and third-party platforms
  • Integrate and configure Nuance TTS and STT functionality for enhanced IVR experiences
  • Configure and troubleshoot network devices including Cisco Cube, VoIP gateways, SIP trunks, and dial-peers
  • Manage operational aspects including incident, change, and problem management for contact center infrastructure
  • Collect customer call flow requirements and develop sophisticated call routing logic and integrations with CRM applications for self-service
  • Execute upgrades, patch management, health checks, and performance tuning for UCCE, CUCM, and related systems
  • Support integration efforts with workforce management systems, Verint / Nice call Recording & screen recording, and business applications
  • Conduct root cause analysis and resolve outages, circuit issues, and platform disruptions in collaboration with IT teams
  • Document and maintain detailed records according to best practices
  • Train clients/end users on feature adoption and solution usage

Technical Skills & Experience:

  • Minimum 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
  • Advanced knowledge of Cisco Cube configuration, SIP protocols, dial plans, and device pool management
  • Proven track record in Nuance TTS/STT integration, testing, and troubleshooting
  • Familiarity with Cisco Unity Voicemail, unified messaging, ACD, and integration to CRM packages
  • Proficient with diagnostic utilities for troubleshooting VoIP, UC, and network issues
  • Ability to perform regular backup, recovery, version upgrades, and capacity planning
  • Strong analytical and problem-solving skills

Qualifications:

  • Bachelor's Degree in Information Technology, Computer Science, or Engineering (or equivalent experience)
  • Preferred: CCNP, CCIE Collaboration, or CCNA Voice certifications
  • Experience working across multi-vendor environments is beneficial
  • Excellent communication and documentation skills

Location:

  • Remote/hybrid arrangement subject to business requirements
  • Ideal for engineers passionate about optimizing communication systems and delivering robust contact center solutions

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