Network Voice - CISCO

Network Voice - CISCO

Primary Location : Noida / Chennai / Bengaluru / Hyderabad / Pune

Experience : 14+ years

Requirement Details :

Primary Location :

Noida

Position Overview (Job Summary) :

The role involves designing and implementing end-to-end contact center solutions using Cisco UCCX and Webex Contact Center platforms. The architect will lead technical implementations, ensure integration with enterprise systems, and provide strategic guidance on contact center technologies.

Primary Skills :

Cisco UCCX and Webex Contact Center architecture and implementation

Cisco collaboration tools (CUCM, Unity, CUBE)

IVR scripting and call flow design using Cisco Script Editor

Cisco Finesse and Webex APIs

SIP, VoIP, PSTN, and telephony infrastructure

Integration with CRM, ERP, and ticketing systems

Cloud migration and hybrid architecture design

Secondary Skills :

Contact center operations and workforce management

Reporting and analytics tools

Middleware and API-based integrations

Security, compliance, and data privacy in contact centers

AI, bots, and automation in customer service

Mentoring and technical leadership

Experience : 14+ years

Proven experience in enterprise environments with complex integrations

Hands-on experience with cloud and hybrid deployments

Role and Responsibilities :

A. Key Responsibilities

Develop end-to-end contact center architectures using Cisco UCCX and Webex Contact Center

Align solutions with business goals and customer experience strategies

Lead implementation, upgrades, and migrations

Configure systems, develop custom scripts, and integrate APIs

Ensure performance, scalability, and compliance

Provide post-go-live support and quality assurance

Act as a technical SME and advisor

Conduct workshops and architecture reviews

Design integrations with third-party platforms (Salesforce, ServiceNow, etc.)

Maintain documentation and SOPs

Troubleshoot complex issues and lead incident response

Monitor trends and recommend modernization strategies

Drive automation and operational efficiency

B. Additional Responsibilities

Mentor engineers and support staff

Advocate for innovation and emerging technologies

Collaborate with vendors and Cisco TAC for escalations

Evaluate and implement new features and modules

Educational Qualification :

Bachelor’s degree in Computer Science, Engineering, or related field (preferred)

Certifications :

Preferred : Cisco CCNA Collaboration

Cisco CCNP Collaboration