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).

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