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Avaya & Cisco Contact Center Engineer

4 - 5 years

3 - 10 Lacs

Bengaluru Karnataka India

Posted:1 day ago| Platform: Foundit logo

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Skills Required

Cisco UCCE/UCCX Cisco CCNP

Work Mode

On-site

Job Type

Full Time

Job Description

Job Summary:

Avaya

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

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