Cisco UCCE Technical Architect

Servion Global Solutions; Chennai District; On-site; INR 2,600,000 - 4,200,000; Full time

Job summary

Servion Global Solutions invites a seasoned Cisco UCCE Technical Architect to lead architecture, design, implementation, and optimization of large-scale Cisco Contact Center environments in Chennai. The role requires deep expertise in UCCE, Cisco Voice, IVR, and omnichannel engagement.

You will define strategic roadmaps, provide architectural leadership, drive transformation programs, ensure platform stability, and act as the top technical escalation point for Cisco Contact Center solutions.

Qualifications

• Deep expertise in Cisco Unified Contact Center Enterprise (UCCE)
• Experience with Cisco Voice technologies
• Proven ability to design enterprise contact center architecture
• Strong background in IVR and omnichannel customer engagement
• Leadership in architecture, governance, and project delivery
• Ability to serve as high-level technical escalation point

Responsibilities

• Design, architect, and implement enterprise-grade Cisco UCCE solutions
• Develop High-Level Design (HLD) and Low-Level Design (LLD) documents
• Lead contact center transformation and migration projects
• Define architecture standards, governance, and best practices
• Lead incident management and root cause analysis for critical issues
• Mentor engineers and review designs for standards compliance

Skills

Cisco UCCE

UCCE architecture

Voice technologies

IVR solutions

Omnichannel

Technical leadership

Architectural governance

Tools

CVP

VXML

VVB

CTI

Call Recording

Analytics tools

Job description

We are looking for an experienced Cisco UCCE Technical Architect to lead the architecture, design, implementation, and optimization of large-scale Cisco Contact Center environments. The ideal candidate will possess deep expertise in Cisco Unified Contact Center Enterprise (UCCE), Cisco Voice technologies, Contact Center operations, IVR solutions, and omnichannel customer engagement platforms.

The role will be responsible for defining strategic contact center roadmaps, providing architectural leadership, driving transformation programs, ensuring platform stability, and serving as the highest-level technical escalation point for Cisco Contact Center solutions.

Role

• Design, architect, and implement enterprise-grade Cisco UCCE solutions.
• Develop High-Level Design (HLD), Low-Level Design (LLD), and solution architecture documents.
• Lead contact center transformation and migration projects.
• Define architecture standards, governance frameworks, and best practices.
• Recommend innovative solutions aligned with business and customer experience objectives.

Cisco UCCE & Voice Solutions

• Architect and support:
• Cisco Voice Portal (VVB)
• Cisco SocialMiner (where applicable)
• Cisco Outbound Dialer
• Design voice routing, call flows, skills-based routing, precision routing, and queue management strategies.
• Lead complex voice and contact center troubleshooting activities.

IVR & Customer Experience

• Design and optimize IVR solutions using Cisco CVP and VXML applications.
• Collaborate with application teams for self-service and chatbot integrations.
• Improve customer journey and contact center efficiency through automation.

Integrations

• Architect integrations with:
• Workforce Management solutions
• Call Recording Platforms
• Reporting and Analytics tools
• Third-party CTI applications
• AI and Conversational Platforms

Technical Leadership

• Provide architectural guidance to engineering, operations, and project teams.
• Lead major incident management and root cause analysis.
• Mentor Voice and Contact Center engineers.
• Review technical designs and ensure adherence to standards.

Security & Compliance

• Ensure secure deployment of Voice and Contact Center solutions.
• Support business continuity and disaster recovery planning.
• Participate in audits, security reviews, and compliance initiatives.

Key Responsibilities in Operations & Governance

• Drive platform availability and reliability initiatives.
• Lead capacity planning and technology refresh programs.
• Review and approve architectural changes.
• Provide L4/L5 support for critical incidents.
• Ensure compliance with SLAs, OLAs, and security requirements.
• Manage stakeholder communications during major transformation activities.