We are looking for an experienced Cisco UCCE Technical Architect to lead the architecture, design, implementation, and optimization of large-scale Cisco Contact Center environments. The ideal candidate will possess deep expertise in Cisco Unified Contact Center Enterprise (UCCE), Cisco Voice technologies, Contact Center operations, IVR solutions, and omnichannel customer engagement platforms.
The role will be responsible for defining strategic contact center roadmaps, providing architectural leadership, driving transformation programs, ensuring platform stability, and serving as the highest-level technical escalation point for Cisco Contact Center solutions.
Role
Contact Center Architecture
- Design, architect, and implement enterprise-grade Cisco UCCE solutions.
- Develop High-Level Design (HLD), Low-Level Design (LLD), and solution architecture documents.
- Lead contact center transformation and migration projects.
- Define architecture standards, governance frameworks, and best practices.
- Recommend innovative solutions aligned with business and customer experience objectives.
Cisco UCCE & Voice Solutions
- Architect and support:
- Cisco UCCE
- Cisco Unified CM (CUCM)
- Cisco Finesse
- Cisco Unified Intelligence Center (CUIC)
- Cisco Unified CVP
- Cisco Voice Portal (VVB)
- Cisco SocialMiner (where applicable)
- Cisco ECE / Digital Channels
- Cisco Outbound Dialer
- Design voice routing, call flows, skills-based routing, precision routing, and queue management strategies.
- Lead complex voice and contact center troubleshooting activities.
IVR & Customer Experience
- Design and optimize IVR solutions using Cisco CVP and VXML applications.
- Collaborate with application teams for self-service and chatbot integrations.
- Improve customer journey and contact center efficiency through automation.
- Support omnichannel engagement initiatives.
Integrations
- Architect integrations with:
- CRM Platforms (Salesforce, Dynamics, ServiceNow, etc.)
- Workforce Management solutions
- Call Recording Platforms
- Reporting and Analytics tools
- Third-party CTI applications
- AI and Conversational Platforms
Technical Leadership
- Provide architectural guidance to engineering, operations, and project teams.
- Lead major incident management and root cause analysis.
- Mentor Voice and Contact Center engineers.
- Review technical designs and ensure adherence to standards.
Security & Compliance
- Ensure secure deployment of Voice and Contact Center solutions.
- Support business continuity and disaster recovery planning.
- Participate in audits, security reviews, and compliance initiatives.
Key Responsibilities in Operations & Governance
- Drive platform availability and reliability initiatives.
- Lead capacity planning and technology refresh programs.
- Review and approve architectural changes.
- Provide L4/L5 support for critical incidents.
- Ensure compliance with SLAs, OLAs, and security requirements.
- Manage stakeholder communications during major transformation activities.
