Contact Center Architect

10 hours ago

Allahabad, Uttar Pradesh, India beBeeCisco Full time ₹ 20,00,000 - ₹ 25,00,000
Cisco UCCE CVP Engineer Job Description

About Us:

We are seeking a skilled Cisco UCCE CVP Engineer to join our team. As a key member of our engineering department, you will be responsible for designing, implementing, and maintaining robust contact center solutions using Cisco UCCE and CVP technologies.

Key Responsibilities:
  • Design Architecture: Analyze business requirements and design scalable, resilient, and high-performing contact center architectures that support seamless operation with existing telephony and network environments.
  • Implementation Configuration: 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.
  • System Integration: Integrate Cisco UCCE and CVP with third-party applications, such as CRM systems, workforce management, IVR, call recording analytics, and other enterprise solutions.
  • Scripting Application Development: Develop, update, and troubleshoot CVP VXML applications and ICM scripts to support dynamic routing, self-service, and intelligent call distribution.
  • Support Troubleshooting: Provide tier-3 support for complex issues, investigate root causes, and resolve incidents involving UCCE, CVP, and related technologies.
  • Performance Monitoring Optimization: Monitor system health, performance metrics, and call flows, proactively identify bottlenecks, capacity issues, and opportunities for optimization.
Required Skills and Qualifications:
  • Mandatory Skills: Azure Infra Services, UCCX, AWS Infra Services, Cisco Webex, Cisco IPCC, NICE Contact Center, CUCM
  • Good to Have Skills: Azure Infra Services, Cisco Webex, CUCM

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