Cisco Contact Center Administrator Teamware Solutions

4.0 - 5.0 years

3 - 10 Lacs

Hyderabad, Telangana, India

On-site

Description We are seeking a skilled Cisco Contact Center Administrator to join our team in India. The ideal candidate will be responsible for managing and optimizing our Cisco Contact Center solutions, ensuring high availability and performance to meet business needs. Manage Cisco Contact Center environments, providing technical support and optimizing contact center performance and functionality. Responsibilities Administer and manage Cisco Contact Center solutions, ensuring optimal performance and uptime. Configure and troubleshoot Cisco Unified Contact Center Express (UCCX) and Cisco Unified Contact Center Enterprise (UCCE). Monitor system performance and provide regular reports on system usage and issues. Collaborate with cross-functional teams to integrate contact center solutions with other business applications. Implement system upgrades and patches as required, ensuring minimal downtime. Provide technical support and training to end-users and team members on contact center systems. Skills and Qualifications 4-5 years of experience in Cisco Contact Center administration or related roles. Strong understanding of Cisco UCCX and UCCE environments. Proficiency in Cisco voice technologies including SIP, H.323, and VoIP. Experience with troubleshooting and resolving network and system issues in a contact center environment. Familiarity with CRM and workforce management systems integration. Knowledge of reporting tools and analytics for contact center metrics. Excellent problem-solving skills and the ability to work under pressure. Strong communication and interpersonal skills to liaise with various stakeholders.

Posted 2 weeks ago

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Urgent Hiring - AI/ML Technical Lead Source Desk Global

6.0 - 11.0 years

40 - 60 Lacs

Kolkata

Work from Office

We're looking for an experienced AI/ML Technical Lead to architect and drive the development of our intelligent conversation engine. Youll lead model selection, integration, training workflows (RAG/fine-tuning), and scalable deployment of natural language and voice AI components. This is a foundational hire for a technically ambitious platform. Key Responsibilities AI System Architecture: Design the architecture of the AI-powered agent including LLM-based conversation workflows, voice bots, and follow-up orchestration. Model Integration & Prompt Engineering: Leverage APIs from OpenAI, Anthropic, or deploy open models (e.g., LLaMA 3, Mistral). Implement effective prompt strategies and retrieval-augmented generation (RAG) pipelines for contextual responses. Data Pipelines & Knowledge Management: Build secure data pipelines to ingest, embed, and serve tenant-specific knowledge bases (FAQs, scripts, product docs) using vector databases (e.g., Pinecone, Weaviate). Voice & Text Interfaces: Implement and optimize multimodal agents (text + voice) using ASR (e.g., Whisper), TTS (e.g., Polly), and NLP for automated qualification and call handling. Conversational Flow Orchestration: Design dynamic, stateful conversations that can take actions (e.g., book meetings, update CRM records) using tools like LangChain, Temporal, or n8n. Platform Scalability: Ensure models and agent workflows scale across tenants with strong data isolation, caching, and secure API access. Lead a Cross-Functional Team: Collaborate with backend, frontend, and DevOps engineers to ship intelligent, production-ready features. Monitoring & Feedback Loops: Define and monitor conversation analytics (drop-offs, booking rates, escalation triggers), and create pipelines to improve AI quality continuously. Qualifications Must-Haves: 5+ years of experience in ML/AI, with at least 2 years leading conversational AI or LLM projects. Strong background in NLP, dialog systems, or voice AI preferably with production experience. Experience with OpenAI, or open-source LLMs (e.g. LLaMA, Mistral, Falcon) and orchestration tools (LangChain, etc.). Proficiency with Python and ML frameworks (Hugging Face, PyTorch, TensorFlow). Experience deploying RAG pipelines, vector DBs (e.g. Pinecone, Weaviate), and managing LLM-agent logic. Familiarity with voice processing (ASR, TTS, IVR design). Solid understanding of API-based integration and microservices. Deep care for data privacy, multi-tenancy security, and ethical AI practices. Nice-to-Haves: Experience with CRM ecosystems (e.g. Salesforce, HubSpot) and how AI agents sync actions to CRMs. Knowledge of sales pipelines and marketing automation tools. Exposure to calendar integrations (Google Calendar API, Microsoft Graph). Knowledge of Twilio APIs (SMS, Voice, WhatsApp) and channel orchestration logic. Familiarity with Docker, Kubernetes, CI/CD, and scalable cloud infrastructure (AWS/GCP/Azure). What We Offer Founding team role with strong ownership and autonomy Opportunity to shape the future of AI-powered sales Flexible work environment Competitive salary Access to cutting-edge AI tools and training resources Post your resume and any relevant project links (GitHub, blog, portfolio) to career@sourcedeskglobal.com. Include a short note on your most interesting AI project or voicebot/conversational AI experience.

Posted 2 months ago

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