Cisco Network Engineer

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.

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