Postúlate en Kit Empleo: kitempleo.com.co/empleo/1abyw2

Job Description
We are looking for a highly skilled Cisco UCCE & CCaaS Subject Matter Expert to join our growing team in Colombia.
In this role, you will serve as a key technical authority, bridging on-premise contact center infrastructure with modern cloud-based CCaaS architectures.
You will work closely with business, product, and infrastructure teams to deliver scalable, high-performing contact center solutions for our clients.
Responsibilities
Design, develop, and support UCCE ICM routing scripts and CVP Studio IVR flows, ensuring optimized call routing strategies aligned with business needs.
Provide L3/L4 technical support, performance tuning, and troubleshooting for UCCE and CVP environments, including voice gateways, SIP trunks, and dial plan design.
Support and lead CCaaS migration, hybrid, and transformation initiatives, working with platforms such as NICE CXone, Genesys Cloud, or equivalent solutions.
Collaborate with cross-functional stakeholders to deliver contact center integrations with CRM systems, third-party applications, and cloud platforms.
Document technical solutions, lead architecture discussions, and ensure high availability, scalability, and disaster recovery design for enterprise contact centers.
Qualifications




9–10 years of hands-on experience with Cisco UCCE architecture, including ICM scripting, CVP Call Studio, VXML flows, Cisco Finesse/CTI OS integrations, and CUIC reporting.
Proven experience with voice infrastructure including Cisco CUCM, SIP connectivity, voice gateways (ISR/CUBE), and a deep understanding of contact center signaling concepts.
Practical knowledge of CCaaS platforms such as NICE CXone, Genesys Cloud, or equivalent, including omni-channel routing, IVR/Flow Designer concepts, and cloud reporting.
Strong communication, documentation, and stakeholder management skills, with the ability to work effectively across technical and non-technical teams.
Cisco certifications such as CCNP or CCIE Collaboration are a plus, along with experience in cloud contact center transformation programs.
Benefits
Free access to world-class learning platforms including Harvard Business Review, Coursera, Pluralsight, Udemy, Microsoft, AWS, and Google.
Career acceleration programs such as leadership development and Connected Manager.
Well-being Hub connecting employees across work-life balance, hours, and network growth.
Mentoring programs supporting women at all career stages and fostering professional growth.
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Postúlate en Kit Empleo: kitempleo.com.co/empleo/1abyw2

📌 Ucce & Ccaas Architect (Bogotá)
🏢 Capgemini Engineering
📍 Bogotá