Description

You will design and transform Cisco UCCE Contact Center environments through end-to-end solution architecture and implementation.

Responsibilities

  • Conduct as-is studies of existing requirements to design future state contact center solutions.
  • Build and manage applications on the Cisco platform including Cisco CVP, ICM, VXML Gateway, and Finesse.
  • Execute administration tasks such as skill and queue management, script changes, and campaign scheduling.
  • Resolve Level 3 incidents and perform Root Cause Analysis (RCA) for P1 incidents.
  • Lead individual assignments during large-scale transformations and provide solution options to client teams.

Required Skills

  • 10+ years of experience in contact center environments.
  • Expertise in Cisco CVP, Cisco ICM, VXML Gateway, and Cisco reporting.
  • Hands-on experience with Cisco Call Studio and Cisco ICM Script Editor.
  • Proficiency in CRM integration, specifically Salesforce.
  • Experience integrating recording solutions such as Nice or Verint.
  • Deep understanding of campaign management, WFM, and wallboard integration.
  • Knowledge of SLA management and incident classification (P1-P4).
  • Strong troubleshooting skills for complex technical incidents.
  • Ability to connect business requirements to functional application capabilities.

Preferred Skills

  • Experience with Cisco IPT (CUCM, Unity Connection, SIP integration) and SBC (CUBE/Gateways).
  • Knowledge of Nuance Recognizer, Vocalizer, and Virtual Hold technology.
  • Experience with modern cloud architectures.

Key Skills
Education

Any Gradute

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