Job Summary:
We are seeking a highly skilled Contact Center Engineer with experience in both Avaya and Cisco platforms. The role involves deploying, configuring, maintaining, and supporting enterprise contact center solutions to ensure optimal performance, availability, and scalability. The engineer will work closely with IT, operations, and vendor teams to deliver reliable and efficient voice and call center systems.
Key Responsibilities:
- Design, implement, and maintain Avaya Aura Contact Center and Cisco UCCE/UCCX platforms
- Configure and manage call routing, IVR, skill groups, CTI integrations, and reporting tools
- Troubleshoot and resolve contact center issues including call flows, agent logins, reporting, and integrations
- Work with telecom providers and network teams to manage SIP, PRI, and VoIP connections
- Support upgrades, patches, and migrations for Avaya and Cisco systems
- Create and maintain documentation for system configurations, call flows, and incident resolution
- Monitor system health, performance, and capacity using built-in tools and monitoring platforms
- Assist with disaster recovery planning and testing for voice infrastructure
- Ensure security and compliance standards are met for voice systems and call recordings
- Provide support for end-users, including agents and supervisors, across global contact center environments
Required Skills and Qualifications:
- Bachelor's degree in Computer Science, Telecommunications, or a related field
- 5+ years of experience managing Avaya and/or Cisco contact center environments
- Hands-on experience with platforms such as:
- Avaya Aura Communication Manager, CMS, AACC, AES, Experience Portal
- Cisco UCCE, UCCX, CUCM, CVP, Finesse, and Unified Intelligence Center (CUIC)
- Strong understanding of call routing, IVR scripting, SIP trunking, and QoS
- Proficiency in troubleshooting voice issues using tools like Wireshark and RTMT
- Familiarity with scripting languages or tools like VXML, JavaScript, or Genesys Composer (if applicable)
- Experience with VoIP protocols (SIP, H.323), telecom standards, and networking fundamentals
- Certifications such as Avaya ACSS/ACIS, Cisco CCNP Collaboration, or equivalent are a strong plus
