Telephony Engineer (Cisco Contact Center)
Saviance
Telephony Engineer (Cisco Contact Center)
Location: India (Remote) Employment Type: Full-Time Industry: Healthcare / Technology Services
About the Role
We are seeking an experienced Telephony Engineer to support and enhance enterprise-grade voice and contact center platforms for a US-based healthcare technology client. This role will focus on designing, integrating, and supporting modern Cisco-based telephony and contact center solutions, working closely with engineering, product, and operations teams.
The ideal candidate has strong hands-on experience with Cisco Contact Center technologies, SIP-based integrations, and Webex / Webex Contact Center, with Cisco Finesse Gadget development experience highly preferred.
Key Responsibilities
- Design, implement, and support Cisco telephony and contact center solutions in a production environment.
- Develop, customize, and maintain Cisco Finesse Gadgets to enhance agent and supervisor workflows.
- Configure and troubleshoot SIP trunks, call routing, IVR flows, and voice integrations.
- Support and integrate Webex Calling and Webex Contact Center platforms.
- Work closely with application and backend teams to integrate telephony with internal systems, APIs, and CRM/workflow tools.
- Monitor call quality, system performance, and availability; troubleshoot complex voice and signaling issues.
- Ensure high availability, scalability, and security of telephony infrastructure.
- Participate in on-call rotation and provide production support as required.
- Create and maintain technical documentation, diagrams, and operational runbooks.
Required Skills & Qualifications
- 5+ years of hands-on experience in Telephony / VoIP / Contact Center engineering.
- Strong experience with Cisco Contact Center solutions (UCCX / UCCE / Webex Contact Center).
- Cisco Finesse Gadget development or customization experience (preferred / strong plus).
- Solid understanding of SIP, RTP, call flows, and voice signaling concepts.
- Hands-on experience with Webex Calling and Webex Contact Center.
- Experience configuring and supporting IVR, ACD, CTI, and call routing solutions.
- Strong troubleshooting skills across voice, network, and application layers.
- Ability to work independently in a fast-paced, client-facing environment.
- Strong communication skills and ability to collaborate with US-based teams.
Nice to Have
- Experience integrating telephony platforms with CRM, ticketing, or custom applications. Exposure to healthcare environments and compliance considerations.
- Cisco certifications (CCNA Voice, CCNP Collaboration) are a plus.
- Experience with cloud-based contact center migrations.
Vacancy posted 3 days ago
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