Technical Consultant - Cisco UCCE @ Consilium Software

About Us

Founded in 2007 in Singapore, Consilium Software, along with our Uni digital customer engagement platform, has empowered over 2,000 companies across 120+ countries. Our innovative cloud-based and on-premise solutions enable more than 5 billion interactions annually, enhancing voice, video, and digital channel management.

Our commitment to excellence is reflected in our GDPR compliance and certifications, including SOC 2 Type 2, ISO/IEC 27001, and ISO 9001, ensuring robust security and quality standards.

Consilium Software operates globally, with its headquarters in Singapore, development labs in India, and offices in Malaysia, Taiwan, Indonesia, Thailand, Australia, and Canada.

To learn more, visit our website: www.consiliumsoftware.com

Role Overview

We are seeking a Technical Consultant (Subject Matter Expert) with extensive hands-on experience in the call center domain, specifically in Cisco UCCE design, delivery, and migrations. The ideal candidate will have a strong background in implementing and managing contact center technologies and integrations, coupled with dynamic communication and leadership skills.

Key Responsibilities

• Lead migration projects from Cisco UCCE 12.x to higher versions.
• Develop, deploy, and maintain solutions in Cisco UCCE/UCCX 12.x product suite, including IVR, CVP, ICM, and CTI applications.
• Design and maintain call routing scripts, historical reports, and manage Admin Workstation (AW), IVR, and Cisco CTIOS systems.
• Perform CTI integration with CRM platforms, including outbound list and campaign management.
• Manage complex call center deployments with multi-channel environments (voice, video, chatbots).
• Collaborate on projects with other call center vendors such as Genesys, Calabrio 11.5, and AWS Connect.
• Ensure seamless technical support and knowledge-sharing within the team.

Technical Expertise

1. Mandatory:
   1. 3-4 years of hands-on experience with Cisco UCCE/UCCX 12.x.
   1. Proven expertise in UCCE migration projects.
   
   
   
   
   1. Solid understanding of IVR, CVP, ICM, CTI applications, and campaign management.
   
   
   
   
2. Preferred:
   1. Experience with other call center vendors (Genesys, Calabrio, AWS Connect).
   
   
   
   
   1. Knowledge of Robotic Process Automation (RPA) and AI-powered customer engagement solutions.
   
   
   
   

Educational Background

• Bachelor s degree in Computer Science, Engineering, or a related field.

Soft Skills

• Strong communication and interpersonal skills.
• Proactive, self-motivated, and capable of handling dynamic environments.
• Effective team player with the ability to lead and guide others.

Other Requirements

• Location: Delhi.
• Travel: Frequent travel to Kuala Lumpur, Malaysia is required.