Subject Matter Expert

1 day ago

CV Raman Nagar Bengaluru Karnataka, India ARROWMINDS INC Full time

**Job Title**: Cisco Contact Center - Subject Matter Expert (SME)

**Location**: Bangalore / Hyderabad / Pune / Chennai
**Work Mode**: 5 Days - Work from Office (mandatory)
**Experience**: 8 to 10 Years
**Notice Period**: Immediate to 15 Days (Serving)
**Compensation**: Based on Experience (Up to ₹28 LPA)

**Job Overview**:
You will serve as the technical lead across multiple projects, ensuring successful delivery from planning through to post-implementation support.

**Key Responsibilities**:

- Lead the design, implementation, and optimization of **Cisco Contact Center solutions** including **CUCM**, **UCCE**, and **UCCX**.
- Administer and monitor **Circuits**, **SIP/PSTN DIDs**, **Toll-Free Numbers (TFNs)**, and related configurations.
- Configure and administer **Contact Center features** such as queues, call routing, hunt groups, agent profiles, etc.
- Collaborate with stakeholders to understand business requirements and convert them into technical solutions.
- Ensure all solutions adhere to **industry standards**, **high-availability**, and **scalability** practices.
- Work closely with internal teams and external vendors during the full implementation cycle.
- Follow structured **change management processes** to ensure risk-free deployments.
- Provide leadership during troubleshooting and resolve complex technical issues during implementation.
- Conduct thorough testing and participate in **User Acceptance Testing (UAT)** with customers.
- Oversee **end-to-end project delivery**, ensuring milestones, timelines, and budgets are met.
- Provide post-implementation support and ensure smooth handover to support teams.
- Deliver exceptional customer service and technical support in collaboration with the support teams.

**Must-Have Experience**:

- **8-10 years** of experience in implementing and migrating Cisco Contact Center solutions.
- Strong hands-on experience with **Cisco UCCE**, **CUCM**, and **UCCX**.
- In-depth understanding of **Cisco Contact Center architecture**, **SIP routing**, **call flows**, and **integration methodologies**.
- Proven ability to lead end-to-end project implementations, from design to deployment and support.

**Key Skills**:

- Cisco Unified Communications (CUCM, UCCE, UCCX)
- Contact Center Architecture & Administration
- SIP, PSTN, DIDs, TFNs Configuration
- NICE Quality Management, Workforce Management, Outbound Dialer, IVR
- Project Implementation & Stakeholder Management
- Troubleshooting & Problem Resolution
- Change Management & Quality Assurance

Pay: ₹2,600,000.00 - ₹2,800,000.00 per year

Work Location: In person

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