Contact Center Engineer

Job description

TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and theres nothing that can stop us from growing together. What we are looking for Role: Contact Center Engineer Experience Range: 5 to 8 Years Location: Bangalore, Hyderabad Must Have: • Cisco UCCE or UCCX Administration and Support • Cisco CVP (Customer Voice Portal) • Cisco Finesse • Cisco Unified Communications Manager (CUCM) • Cisco Unified Intelligence Center (CUIC) • IVR Development and Call Routing Scripts • SIP Protocol, Voice Gateways, CUBE • Troubleshooting Voice and Contact Center Technologies • Understanding of TCP/IP and Networking Fundamentals Good to Have: • Cisco Webex Contact Center (WxCC) • Genesys / Avaya Contact Center Exposure • Experience with REST APIs and Contact Center Integrations • Python or PowerShell Scripting • Reporting and Analytics Tools • Cloud Contact Center Solutions Essential: • Design, deploy, and maintain Cisco Contact Center solutions. • Configure and support Cisco UCCE/UCCX , CVP, Finesse, CUIC, and Voice Gateways. • Develop and troubleshoot IVR call flows and routing scripts. • Manage SIP trunks, Voice Gateways, and telephony infrastructure. • Perform contact center upgrades, migrations, and system integrations. • Monitor system performance and proactively resolve issues. • Collaborate with business stakeholders to gather requirements and implement enhancements. • Provide L2/L3 support and participate in on-call support activities. • Create technical documentation, SOPs, and operational runbooks. Minimum Qualification: • 15 years of full-time education • Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)