Must Have Technical/Functional Skills
• 6–12 years of experience in Cisco UCCE environments, with expertise in ICM scripting.
• Solid understanding of SIP protocol, VoIP architecture, and end-to-end call flows.
• Proficiency with Cisco CUCM and Cisco Voice Gateways.
• Experience with Cisco CVP and Finesse agent desktop.
• Ability to analyze logs and troubleshoot issues across the full contact center stack.
• Experience in supporting enterprise-level, high-availability telephony environments.
Familiarity with CCaaS platforms (e.g., e.g., Google CCAI ,Genesys Cloud).
Knowledge of CRM integration and REST API-based call flow enhancements.
Cisco certifications such as CCNP Collaboration or UCCE Specialist.
Experience with CUIC reporting, Live Data, and real-time dashboards.
Roles & Responsibilities
• Develop and maintain ICM call routing scripts to support business needs and customer experience goals.
• Analyze and troubleshoot SIP call flows, signaling, and media-related issues.
• Configure and manage Cisco Unified Communications Manager (CUCM), including dial plans, route patterns, and device configuration.
• Support and maintain Cisco Voice Gateways (CUBE, SIP).
• Work across teams to ensure smooth integration of UCCE, CVP, CUCM, Finesse, and third-party platforms.
• Participate in solution design, capacity planning, testing, deployment, and upgrades.
• Document system configurations, call flows, and technical procedures in line with enterprise standards.
Salary Range: $90,000-$120,000 a year
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