Cisco Network Engineer

2 days ago


Delhi, Delhi, India Everise Full time
Below is a detailed job description for a Cisco UCCE and CUCM Engineer specializing in contact center deployments, IVR self-service scripting, Nuance TTS/STT configuration, Cisco Cube configuration, Verint / NICE integrations and overall operations.

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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