4Bell Technology

Job Description

Key Responsibilities

• Provide L2/L3 support for IVR and Contact Center platforms in a production environment
• Manage and support Cisco voice infrastructure including CUCM, CVP, UCCE/UCCX, and Voice Gateways
• Monitor system performance and ensure high availability of IVR and contact center applications
• Handle incident management, problem management, and root cause analysis (RCA)
• Configure and optimize call routing and call management workflows
• Develop and maintain custom routing scripts using Java/Python
• Work on IVR interaction flows, enhancements, and troubleshooting
• Support CUIC reporting and analytics dashboards for business insights
• Manage and support ACD (Automatic Call Distribution) functionality
• Maintain and troubleshoot Cisco Unity Connection (CUC) for voicemail systems
• Support agent desktop tools such as Cisco Finesse
• Ensure proper functioning of call recording systems
• Monitor and manage real-time dashboards and reporting tools
• Collaborate with cross-functional teams for deployments, upgrades, and maintenance
• Work with application servers, database servers, and media servers for IVR solutions

Required Skills & Qualifications

• Strong hands-on experience with:
• CUCM (Cisco Unified Communications Manager)
• CVP (Customer Voice Portal)
• UCCE / UCCX (Unified Contact Center Enterprise / Express)
• Voice Gateways
• Solid understanding of:
• Call Routing & Call Management
• ACD systems and IVR flows
• Experience in Java and/or Python scripting for custom call routing logic
• Proficiency in CUIC (Cisco Unified Intelligence Center) for reporting and analytics
• Experience with Cisco Finesse or similar agent desktop solutions
• Knowledge of call recording solutions and integrations
• Understanding of application servers, database servers, and media handling in IVR environments
• Strong troubleshooting and analytical skills