Cisco Network Engineer

Job description

Below is a detailed job description for a Cisco UCCE and CUCM Engineer specializing in contact center deployments, IVR self-service scripting, Nuance TTS / STT configuration, Cisco Cube configuration, Verint / NICE integrations and overall operations.

Job Description : Cisco UCCE & CUCM Engineer

Role Overview

The engineer is responsible for the planning, design, implementation, and support of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM) solutions, with expert skills in contact center deployments, IVR scripting, Cisco Cube and Nuance TTS / STT integration. The role supports end-to-end project delivery and operational excellence in high-volume call center environments.

Key Responsibilities

• Design, deploy, and support Cisco UCCE and CUCM-based contact center solutions
• Develop, test, and implement IVR self-service scripts using Cisco and third-party platforms
• Integrate and configure Nuance TTS (Text-to-Speech) and STT (Speech-to-Text) functionality for enhanced IVR experiences
• Configure and troubleshoot Cisco Cube (Cisco Unified Border Element), VoIP gateways, SIP and ISDN trunks, and dial-peers
• Manage operational aspects including incident, change, and problem management for contact center infrastructure
• Capture customer call flow requirements and develop sophisticated call routing scripts and logic including integrations with 3rd party CRM applications to enable self service.
• Execute upgrades, patch management, health checks, and performance tuning for UCCE, CUCM, and related platforms
• Support integration efforts with CRM, workforce management systems, Verint / Nice call Recording & screen recording and third-party business applications
• Conduct root cause analysis and resolve outages, circuit issues, and platform disruptions in close collaboration with carriers and IT teams
• Document and maintain detailed network, system, and operational records according to best practices
• Train and guide clients / end users on feature adoption and solution usage

Technical Skills & Experience

Qualifications

Location