Network Voice Cisco UCCE

You will design and transform Cisco UCCE contact center environments through technical studies and future-state solution architecture.

Responsibilities

• Design and build applications on the Cisco contact center platform, including Cisco CVPs, ICM, VXML Gateway, and Finesse.
• Implement contact center applications using Cisco Call Studio, Cisco ICM Script Editor, and Cisco reporting.
• Manage administration tasks including skill and queue management, script changes, and campaign/application scheduling.
• Resolve Level 3 incidents and perform Root Cause Analysis (RCA) for P1 incidents.
• Integrate contact center environments with CRM platforms like Salesforce, recording solutions, and workforce management tools.

Required Skills

• 10+ years of experience in contact center environments.
• Proficiency with Cisco CVPs, Cisco ICM, and VXML Gateway.
• Hands-on experience with Cisco Call Studio and Cisco ICM Script Editor.
• Expertise in Cisco reporting and application design using Cisco UCCE.
• Strong knowledge of CRM integration, specifically Salesforce.
• Deep understanding of contact center metrics, operations, and SLA management (P1-P4).
• Experience with recording solution integrations such as Nice or Verint.
• Ability to map business requirements to functional application capabilities and assess technical risks.

Preferred Skills

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