Description

You will design, implement, and transform Cisco UCCE contact center environments through end-to-end solution architecture.

This role is remote.

Responsibilities

• Conduct as-is studies and design future state contact center solutions.
• Build and manage Cisco CVP, ICM, VXML Gateway, and Finesse applications.
• Execute administration tasks including skill/queue management, script changes, and campaign scheduling.
• Resolve Level 3 incidents and perform Root Cause Analysis (RCA) for P1 issues.
• Lead large-scale transformation assignments and provide solution options to clients.

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) and SBC (CUBE/Gateways).
• Knowledge of Nuance Recognizer, Vocalizer, and Virtual Hold technology.
• Experience with modern cloud architectures.

Key Skills

Education

Any Gradute