Job Description

The Cisco CVP Engineer is responsible for handling escalations, ensuring the stability and performance of Cisco Customer Voice Portal (CVP) environments, and providing advanced troubleshooting support. This role involves collaborating with teams, conducting root cause analysis (RCA), optimizing call flows, and ensuring seamless IVR interactions for customers. The engineer also plays a crucial role in system enhancements, security compliance, and automation. Engage with business teams to understand customer requirements and implement appropriate IVR flows. Provide technical guidance on CVP architecture, best practices, and scalability solutions. Required Skills & Expertise Strong expertise in Cisco CVP components CVP Call Server, VXML Server, Reporting Server, Media Server. In-depth troubleshooting of CVP SIP interactions, VXML, and Java-based applications. Proficiency in analyzing CVP logs, Call Studio logs, SIP ladder diagrams, and Voice Gateway traces. Experience with Voice Gateways (VG), SIP trunks, RTP, QoS, and Call Manager integrations. Understanding of Java and VXML scripting for troubleshooting IVR applications. Knowledge of CUCM, ICM, UCCE/PCCE, Finesse, and third-party IVR integrations. Experience with certificate management, security patches, and compliance best practices. Familiarity with automation tools for monitoring and reporting (Python, PowerShell, SQL). Excellent documentation and communication skills for RCA reports and technical documentation.