Subject Matter Expert (SME)

Job Title: Cisco Contact Center – Subject Matter Expert (SME)

Location: Bangalore / Hyderabad / Pune / Chennai
Work Mode: 5 Days – Work from Office (Mandatory)
Experience: 8 to 10 Years
Notice Period: Immediate to 15 Days (Serving)
Compensation: Based on Experience (Up to ₹28 LPA)

Job Overview:

We are looking for a highly skilled and experienced Cisco Contact Center – Subject Matter Expert (SME) to lead the implementation, migration, and optimization of enterprise-grade Cisco Contact Center solutions. This role is pivotal in ensuring seamless integration of Cisco UCCE, UCCX, CUCM with other platforms like NICE QM, Workforce Management, IVR systems, and 3rd party applications.

You will serve as the technical lead across multiple projects, ensuring successful delivery from planning through to post-implementation support.

Key Responsibilities:

• Lead the design, implementation, and optimization of Cisco Contact Center solutions including CUCM, UCCE, and UCCX.
• Manage integration with NICE Quality Management, Workforce Management, Outbound Dialer, IVR, and other 3rd party applications.
• Administer and monitor Circuits, SIP/PSTN DIDs, Toll-Free Numbers (TFNs), and related configurations.
• Configure and administer Contact Center features such as queues, call routing, hunt groups, agent profiles, etc.
• Collaborate with stakeholders to understand business requirements and convert them into technical solutions.
• Ensure all solutions adhere to industry standards, high-availability, and scalability practices.
• Work closely with internal teams and external vendors during the full implementation cycle.
• Follow structured change management processes to ensure risk-free deployments.
• Provide leadership during troubleshooting and resolve complex technical issues during implementation.
• Conduct thorough testing and participate in User Acceptance Testing (UAT) with customers.
• Oversee end-to-end project delivery, ensuring milestones, timelines, and budgets are met.
• Provide post-implementation support and ensure smooth handover to support teams.
• Deliver exceptional customer service and technical support in collaboration with the support teams.

Must-Have Experience:

• 8–10 years of experience in implementing and migrating Cisco Contact Center solutions.
• Strong hands-on experience with Cisco UCCE, CUCM, and UCCX.
• In-depth understanding of Cisco Contact Center architecture, SIP routing, call flows, and integration methodologies.
• Experience integrating with NICE QM, Workforce Management, and other 3rd party applications.
• Proven ability to lead end-to-end project implementations, from design to deployment and support.

Key Skills:

• Cisco Unified Communications (CUCM, UCCE, UCCX)
• Contact Center Architecture & Administration
• SIP, PSTN, DIDs, TFNs Configuration
• NICE Quality Management, Workforce Management, Outbound Dialer, IVR
• Project Implementation & Stakeholder Management
• Troubleshooting & Problem Resolution
• Change Management & Quality Assurance

Job Type: Full-time

Pay: ₹2,600,000.00 - ₹2,800,000.00 per year

Work Location: In person