Avaya & Cisco Contact Center Engineer Teamware Solutions

4.0 - 5.0 years

3 - 10 Lacs

Bengaluru, Karnataka, India

On-site

Job Summary: We are seeking a highly skilled Contact Center Engineer with experience in both Avaya and Cisco platforms. The role involves deploying, configuring, maintaining, and supporting enterprise contact center solutions to ensure optimal performance, availability, and scalability. The engineer will work closely with IT, operations, and vendor teams to deliver reliable and efficient voice and call center systems. Key Responsibilities: Design, implement, and maintain Avaya Aura Contact Center and Cisco UCCE/UCCX platforms Configure and manage call routing, IVR, skill groups, CTI integrations, and reporting tools Troubleshoot and resolve contact center issues including call flows, agent logins, reporting, and integrations Work with telecom providers and network teams to manage SIP, PRI, and VoIP connections Support upgrades, patches, and migrations for Avaya and Cisco systems Create and maintain documentation for system configurations, call flows, and incident resolution Monitor system health, performance, and capacity using built-in tools and monitoring platforms Assist with disaster recovery planning and testing for voice infrastructure Ensure security and compliance standards are met for voice systems and call recordings Provide support for end-users, including agents and supervisors, across global contact center environments Required Skills and Qualifications: Bachelor's degree in Computer Science, Telecommunications, or a related field 5+ years of experience managing Avaya and/or Cisco contact center environments Hands-on experience with platforms such as: Avaya Aura Communication Manager, CMS, AACC, AES, Experience Portal Cisco UCCE, UCCX, CUCM, CVP, Finesse, and Unified Intelligence Center (CUIC) Strong understanding of call routing, IVR scripting, SIP trunking, and QoS Proficiency in troubleshooting voice issues using tools like Wireshark and RTMT Familiarity with scripting languages or tools like VXML, JavaScript, or Genesys Composer (if applicable) Experience with VoIP protocols (SIP, H.323), telecom standards, and networking fundamentals Certifications such as Avaya ACSS/ACIS, Cisco CCNP Collaboration, or equivalent are a strong plus

Posted 2 days ago

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Technical Consultant - L2 Wipro

4.0 - 8.0 years

6 - 10 Lacs

Bengaluru

Work from Office

Responsibilities : Experience in Network strategy and designing as part of Data Center Migration from in-house to co-located DCs / Cloud Providing solutions as per the requirement given in the areas of Network Data, Network voice and Security infra, Encompasses architecture, engineering, and provide third level support for operations services for the IT Build and grow vendor relationship, working with vendors to design and develop best fit solutions and driving the technology roadmap strategy, innovation, operations, and infrastructure required to deliver efficient and effective platforms fundamental to business success Engage with Enterprise Architects regarding technical architecture and details of Cloud Migration and Datacenter Transformation, Architecture, design, Governance, and Support of hybrid cloud computing Leading the proof of concepts and innovative solutions to understand and derive best solutions for the client infrastructure Develop and define detailed designs, documentation, prototypes, process designs, testing, training, and definition of support procedures Direct and supervise work of network engineers Troubleshoot implementation issues and drive to successful resolution Able design complex global Routing-Enterprise Switching including LAN/WAN, MPLS, SD-WAN, BGP, SDN, QoS, etc Experience on heterogeneous Network infrastructure to support F5 LTM/GTM, Infoblox, Cisco &Arista SDN, SDA, ACI, DNAC, NSX-T, Cisco / Aruba / Meraki Wireless, Security infra on Palo Alto, Fortinet, Cisco ISE Certification CISCO CCNP / CCIE

Posted 1 month ago

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