
Cisco Network Engineer
2 days ago
Cisco UCCE & CUCM Engineer
The engineer is responsible for the planning, design, implementation, and support of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM) solutions, with expert skills in contact center deployments, IVR scripting, Cisco Cube and Nuance TTS/STT integration. The role supports end-to-end project delivery and operational excellence in high-volume call center environments.
Design, deploy, and support Cisco UCCE and CUCM-based contact center solutions
Integrate and configure Nuance TTS (Text-to-Speech) and STT (Speech-to-Text) functionality for enhanced IVR experiences
Manage operational aspects including incident, change, and problem management for contact center infrastructure
Capture customer call flow requirements and develop sophisticated call routing scripts and logic including integrations with 3rd party CRM applications to enable self service.
Execute upgrades, patch management, health checks, and performance tuning for UCCE, CUCM, and related platforms
Support integration efforts with CRM, workforce management systems, Verint / Nice call Recording & screen recording and third-party business applications
Conduct root cause analysis and resolve outages, circuit issues, and platform disruptions in close collaboration with carriers and IT teams
Document and maintain detailed network, system, and operational records according to best practices
Technical Skills & Experience
Minimum 5 years of hands-on experience with Cisco UCCE, CUCM, Unity, Cisco Voice Gateways, and IVR scripting
Expert with UCCE call flow design, routing scripts, CVP IVR, and peripheral applications
Advanced knowledge of Cisco Cube configuration, SIP/ISDN 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 tools and diagnostic utilities for troubleshooting VoIP, UC, and network issues
Ability to perform regular backup, recovery, version upgrades, and capacity planning
Bachelors Degree in Information Technology/Computer Science/Engineering (or equivalent experience)
Preferred: CCNP, CCIE Collaboration, or CCNA Voice
Experience working across multi-vendor environments (Avaya, NICE CXOne, BrightPattern, Five9 etc.) Role is available for remote/hybrid arrangement, subject to business requirements.
This position is ideal for engineers with a passion for optimizing communication systems, delivering robust contact center solutions, and driving operational excellence in enterprise environments
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