UCCE & CCaaS Architect

Job Description

Joining Capgemini

At Capgemini Engineering, we are at the forefront of contact center transformation, bridging traditional on-premise environments with the future of cloud-based solutions. We bring together some of the brightest minds in technology to deliver innovative, scalable, and reliable solutions for our clients worldwide. When you join us, you become part of a diverse and inclusive global community that values collaboration, continuous learning, and meaningful impact.

Your Role

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.

In this role you will play a key role in:

Designing, developing, and supporting UCCE ICM routing scripts and CVP Studio IVR flows, ensuring optimized call routing strategies aligned with business needs
Providing L3/L4 technical support, performance tuning, and troubleshooting for UCCE and CVP environments, including voice gateways, SIP trunks, and dial plan design
Supporting and leading CCaaS migration, hybrid, and transformation initiatives, working with platforms such as NICE CXone, Genesys Cloud, or equivalent solutions
Collaborating with cross-functional stakeholders to deliver contact center integrations with CRM systems, third-party applications, and cloud platforms
Documenting technical solutions, leading architecture discussions, and ensuring high availability, scalability, and disaster recovery design for enterprise contact centers

Your Profile

We are looking for a candidate who brings both deep technical expertise and strong collaborative skills. You will thrive in this role if you have:

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

What You'll Love About Working Here

Free access to learning platforms – Free access for all to world-class learning assets and curated programs from Harvard Business Review, Coursera, Pluralsight, Udemy, Microsoft, AWS, Google and many more.
Career acceleration programs – From associate to leaders and beyond, get support in your career at every stage with award-winning programs such as our leadership development program, Connected Manager, to accelerate your growth and develop your expertise.
Well-being Hub – The global Well-Being Hub connects employees across various facets of well-being: work-life balance, working hours and network growth.
Mentoring programs – Capgemini empowers women at all career stages with programs spanning STEM education to career reentry. We value mentorship for fostering professional growth and empowerment within our engineering community.

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