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Job description

Below is a detailed job description for a Cisco UCCE and CUCM Engineer specializing in contact center deployments, IVR self-service scripting, Nuance TTS/STT configuration, Cisco Cube configuration, Verint / NICE integrations and overall operations.

Job Description: Cisco UCCE & CUCM Engineer

Role Overview

The engineer is responsible for the planning, design, implementation, and support of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM) solutions, with expert skills in contact center deployments, IVR scripting, Cisco Cube and Nuance TTS/STT integration. The role supports end-to-end project delivery and operational excellence in high-volume call center environments.

Key Responsibilities

• Design, deploy, and support Cisco UCCE and CUCM-based contact center solutions
• Develop, test, and implement IVR self-service scripts using Cisco and third-party platforms
• Integrate and configure Nuance TTS (Text-to-Speech) and STT (Speech-to-Text) functionality for enhanced IVR experiences
• Configure and troubleshoot Cisco Cube (Cisco Unified Border Element), VoIP gateways, SIP and ISDN trunks, and dial-peers
• Manage operational aspects including incident, change, and problem management for contact center infrastructure
• Capture customer call flow requirements and develop sophisticated call routing scripts and logic including integrations with 3rd party CRM applications to enable self service.
• Execute upgrades, patch management, health checks, and performance tuning for UCCE, CUCM, and related platforms
• Support integration efforts with CRM, workforce management systems, Verint / Nice call Recording & screen recording and third-party business applications
• Conduct root cause analysis and resolve outages, circuit issues, and platform disruptions in close collaboration with carriers and IT teams
• Document and maintain detailed network, system, and operational records according to best practices
• Train and guide clients/end users on feature adoption and solution usage

Technical Skills & Experience

• Minimum 5 years of hands-on experience with Cisco UCCE, CUCM, Unity, Cisco Voice Gateways, and IVR scripting
• Expert with UCCE call flow design, routing scripts, CVP IVR, and peripheral applications
• Advanced knowledge of Cisco Cube configuration, SIP/ISDN protocols, dial plans, and device pool management
• Proven track record in Nuance TTS/STT integration, testing, and troubleshooting
• Familiarity with Cisco Unity Voicemail, unified messaging, ACD, and integration to CRM packages
• Proficient with tools and diagnostic utilities for troubleshooting VoIP, UC, and network issues
• Ability to perform regular backup, recovery, version upgrades, and capacity planning
• Strong communication, collaborative, and documentation skills

Qualifications

• Bachelors Degree in Information Technology/Computer Science/Engineering (or equivalent experience)
• Preferred: CCNP, CCIE Collaboration, or CCNA Voice
• Experience working across multi-vendor environments (Avaya, NICE CXOne, BrightPattern, Five9 etc.) is a plus
• Excellent analytical and problem-solving abilities

Location

• Role is available for remote/hybrid arrangement, subject to business requirements.
• This position is ideal for engineers with a passion for optimizing communication systems, delivering robust contact center solutions, and driving operational excellence in enterprise environments

Job Description

Do you want to be at the forefront of designing and implementing cutting-edge network

solutions? Within our Network Services team at Kyndryl, you will be the go-to expert for

providing top-of-the-line technical solutions throughout the entire solution lifecycle. You will be

responsible for creating local and wide-area network solutions that utilize multiple platforms

and protocols, ensuring that our customers have the best possible network infrastructure to

support their business needs.

Your skills in routers, networking controllers, bridges, and networking software will be essential

as you troubleshoot network issues and coordinate with vendors to install the latest hardware

and software, such as routers and switches. Not only will you help keep our customer’s

networks running smoothly, but you will also work on project implementation, conduct project

planning and cost analysis, and build proof-of-concept solutions with networking system

technology.

In this role, you will have the opportunity to review project requirements, communicate them

accurately to the team, and ensure they are appropriately fulfilled. You will use your expertise to

design and implement local and wide-area network solutions, including IP and VOIP, that

address customer requirements. You will also provide high-quality technical solutions to our

customers to prepare them for implementation, go-live, and maintenance.

If you are excited about using your technical expertise to create innovative network solutions

and provide outstanding customer service, then this is the role for you!

Job Description

Do you want to be at the forefront of designing and implementing cutting-edge network

solutions? Within our Network Services team at Kyndryl, you will be the go-to expert for

providing top-of-the-line technical solutions throughout the entire solution lifecycle. You will be

responsible for creating local and wide-area network solutions that utilize multiple platforms

and protocols, ensuring that our customers have the best possible network infrastructure to

support their business needs.

Your skills in routers, networking controllers, bridges, and networking software will be essential

as you troubleshoot network issues and coordinate with vendors to install the latest hardware

and software, such as routers and switches. Not only will you help keep our customer’s

networks running smoothly, but you will also work on project implementation, conduct project

planning and cost analysis, and build proof-of-concept solutions with networking system

technology.

In this role, you will have the opportunity to review project requirements, communicate them

accurately to the team, and ensure they are appropriately fulfilled. You will use your expertise to

design and implement local and wide-area network solutions, including IP and VOIP, that

address customer requirements. You will also provide high-quality technical solutions to our

customers to prepare them for implementation, go-live, and maintenance.

If you are excited about using your technical expertise to create innovative network solutions

and provide outstanding customer service, then this is the role for you!

Job Description

Do you want to be at the forefront of designing and implementing cutting-edge network

solutions? Within our Network Services team at Kyndryl, you will be the go-to expert for

providing top-of-the-line technical solutions throughout the entire solution lifecycle. You will be

responsible for creating local and wide-area network solutions that utilize multiple platforms

and protocols, ensuring that our customers have the best possible network infrastructure to

support their business needs.

Your skills in routers, networking controllers, bridges, and networking software will be essential

as you troubleshoot network issues and coordinate with vendors to install the latest hardware

and software, such as routers and switches. Not only will you help keep our customer’s

networks running smoothly, but you will also work on project implementation, conduct project

planning and cost analysis, and build proof-of-concept solutions with networking system

technology.

In this role, you will have the opportunity to review project requirements, communicate them

accurately to the team, and ensure they are appropriately fulfilled. You will use your expertise to

design and implement local and wide-area network solutions, including IP and VOIP, that

address customer requirements. You will also provide high-quality technical solutions to our

customers to prepare them for implementation, go-live, and maintenance.

If you are excited about using your technical expertise to create innovative network solutions

and provide outstanding customer service, then this is the role for you!