Telecom Engineer (Cisco) Job at Tata Consultancy Services, Bethpage, NY

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  • Tata Consultancy Services
  • Bethpage, NY

Job Description

Must Have Technical/Functional Skills

• 6–12 years of experience in Cisco UCCE environments, with expertise in ICM scripting.

• Solid understanding of SIP protocol, VoIP architecture, and end-to-end call flows.

• Proficiency with Cisco CUCM and Cisco Voice Gateways.

• Experience with Cisco CVP and Finesse agent desktop.

• Ability to analyze logs and troubleshoot issues across the full contact center stack.

• Experience in supporting enterprise-level, high-availability telephony environments.

Familiarity with CCaaS platforms (e.g., e.g., Google CCAI ,Genesys Cloud).

Knowledge of CRM integration and REST API-based call flow enhancements.

Cisco certifications such as CCNP Collaboration or UCCE Specialist.

Experience with CUIC reporting, Live Data, and real-time dashboards.

Roles & Responsibilities

• Develop and maintain ICM call routing scripts to support business needs and customer experience goals.

• Analyze and troubleshoot SIP call flows, signaling, and media-related issues.

• Configure and manage Cisco Unified Communications Manager (CUCM), including dial plans, route patterns, and device configuration.

• Support and maintain Cisco Voice Gateways (CUBE, SIP).

• Work across teams to ensure smooth integration of UCCE, CVP, CUCM, Finesse, and third-party platforms.

• Participate in solution design, capacity planning, testing, deployment, and upgrades.

• Document system configurations, call flows, and technical procedures in line with enterprise standards.

Salary Range: $90,000-$120,000 a year

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