Technical Consultant – Cisco UCCE

Consilium Software Inc; New Delhi; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Consilium Software Inc. seeks a Technical Consultant (Subject Matter Expert) with hands-on Cisco UCCE/UCCX experience. You will lead migrations and deployments across IVR, CTI, and related call-center technologies, coordinating with multiple vendors.

Primary location is Delhi, with frequent travel to Kuala Lumpur. Strong collaboration and leadership are essential for successful implementations in dynamic environments.

Qualifications

• 3–4 years hands-on experience with Cisco UCCE/UCCX 12.x.
• Proven expertise in UCCE migration projects.
• Solid understanding of IVR, CVP, ICM, CTI applications, and campaign management.

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, and AWS Connect.
• Ensure seamless technical support and knowledge-sharing within the team.

Skills

Cisco UCCE/UCCX

UCCE migrations

IVR/CTI

Campaign management

RPA & AI in CX

Education

Bachelor's degree in CS/Engineering

Job description

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.