Contact Center Engineer

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)