Top Cisco UCCE Expert for Complex Solutions

7 days ago

Bengaluru, Karnataka, India beBeeEngineer Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Job Title

Senior Contact Center Engineer

The ideal candidate will have extensive experience in designing and implementing scalable, resilient, and high-performing contact center solutions. They will analyze business requirements, design detailed design documents, high-level and low-level diagrams, and integration plans.

Key Responsibilities:

  • Design Architecture: Analyze business requirements and design robust architectures that support scalable, resilient, and high-performing contact center solutions.
  • Implementation Configuration: 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.
  • System Integration: Integrate 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 contact centers and related technologies.

Preferred Qualifications:

  • Cisco UCCE-CVP certification
  • CCNP Collaboration or equivalent certifications
  • Experience with cloud-based contact center solutions, Webex Contact Center, Amazon Connect, Genesys Cloud, etc.
  • Knowledge of DevOps practices and automation tools, Ansible, Python, PowerShell, etc.
  • ITIL v3 or v4 Foundation certification or equivalent process knowledge

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