Senior Engineer, Assurant, GCC-India

The engineer will design, build, document, and support highly resilient Cisco Contact Center and Cisco voice infrastructures across both on‑premises and cloud environments. This includes hands-on engineering for Cisco UCCE/Webex CCE, CUCM, CVP, SIP routing, SBCs, omnichannel platforms, alerting & monitoring, automation solutions, and AI-driven optimizations. The role provides Tier 3 escalation support, leads customer onboarding integrations, and plays a key role in the modernization of Assurant’s global voice and contact center ecosystem.

This position will be in Hyderabad at our India location.

Work Timings: 3:30 PM IST ~ 12:30 AM IST.

What will be my duties and responsibilities in this job?

• Lead the design and deployment of Cisco Contact Center infrastructure (UCCE/UCM, Webex CCE, Finesse, CVP, VVB) and voice platforms.
• Architect and document end‑to‑end solutions including high/low‑level designs, configuration standards, operational workflows, disaster recovery designs, and topology diagrams.
• Design and implement solutions for AI/Automation-driven solutions
• Oversee pre‑production/production deployment, configuration, testing, and validation while ensuring best practices and security standards are followed.
• Evaluate, adapt, and integrate internal and third‑party systems into the Cisco voice and contact center environment.
• Support strategy, engineering, and execution of migrations on Assurant’s Cisco IAAS/WXCCE cloud environments.
• Implement hybrid architectures enabling seamless interaction between cloud voice services, SBCs, CUCM, CVP, and contact center applications.
• Participate in the development of automation frameworks for provisioning, testing, monitoring, and ongoing configuration management.
• Serve as the Tier 3 engineering escalation point for complex Cisco voice, network, and contact center issues.
• Troubleshoot SIP, RTP, QoS, call routing, survivability, SBC, gateway, and CVP/Finesse workflow issues across multi‑region deployments.
• Perform proactive maintenance, software upgrades, security vulnerabilities remediation, patching, and platform modernization activities.
• Monitor system performance and lead continuous improvements in resiliency, call quality, infrastructure standardization, and automation.
• Work closely with internal network, security, compliance, product, and operations teams as well as external vendors and cloud partners.
• Provide technical leadership during customer onboarding, integrations, and telephony workflow deployment.
• Interface with vendors and Cisco TAC during complex escalations, outages, and root‑cause analysis.
• Develop and maintain technical documentation for voice and contact center systems, including configuration guides, troubleshooting procedures, and operational standards.
• Create and deliver internal training to operational teams supporting Cisco voice and contact center platforms.
• Lead cost/benefit analysis for technology decisions, infrastructure upgrades, and cloud transformation initiatives.

What are the requirements needed for this position?

• Bachelors in Computer Science or related field
• 8+ years of experience working in the Information Technology field
• Prior experience working in an Enterprise Voice Engineering or Contact Center Infrastructure environment.
• Deep expertise with Cisco Contact Center Enterprise technologies, including:
  – UCCE,  Webex CCE
  – CVP, Voice Browser (VB), VVB
  – Cisco Finesse, Finesse Gadgets, Call Studio, ICM Scripting
  – PGs, Routers, Loggers/AW‑HDS‑DDS
  – Contact Center reporting & CUIC/UCCE data environment, , SQL and Informix DB and queries
• Strong knowledge of Cisco Unified Communications platforms, including:
  – CUCM, Unity Connection
  – SIP trunks, SRTP, DSP resources
  – Dial plans, call routing, survivability, CAC, QoS design
• Deep experience with enterprise voice routing & edge infrastructure:
  – SBCs (CUBE, Oracle/Acme Packet, Ribbon beneficial)
  – MGCP/SIP gateways
  – SIPREC, call recording, and compliance call flows
  – PSTN migrations (SIP, cloud carrier, BYOC)
• Experience designing, supporting, and optimizing cloud voice architectures, hybrid models, and on-premise deployments.
• Experience with AI & automation in Voice/Contact Center environments, including:
  – Virtual Agents / IVA
  – Speech analytics & sentiment analysis
  – Automated workflow design
  – Bot/channel orchestration
  – Provisioning/configuration automation
• General understanding of API frameworks including REST, RESTCONF, WebSocket, SOAP, and JSON, with application to CC/voice integrations.
• Solid expertise in Cisco IP Telephony, SIP protocol analysis, packet capture interpretation, and multi-layer troubleshooting.
• Strong background in Root Cause Analysis, log correlation, and complex troubleshooting across UCCE, CVP, CUCM, SBCs, and network layers.
• Experience with Oracle/Acme Packet Session Routers, including configuration, routing logic, SIP header manipulation, and HA operations.
• Broad networking foundation:
  – TCP/IP, VLANs, routing protocols
  – Firewalls, reverse proxies, NAT
  – Load balancers (F5/AVI/etc.)
  – DNS, certificates, TLS chaining
  – Network performance analysis for voice/video
• Knowledge of virtualization technologies such as VMware/ESXi, and understanding of containerization concepts.
• Security & Vulnerability Remediation (Integrated Requirements)
• Experience remediating security vulnerabilities across Cisco voice and contact center platforms, including patching, SU bundles, and PSIRT (Cisco’s Product Security Incident Response Team) mitigation.
• Expertise designing secure SIP/SRTP, TLS certificate handling, and secure‑by‑default configuration across voice infrastructure.
• Familiarity with Linux/Windows patching practices for systems supporting UCCE, CVP, CUIC, and voice infrastructure.
• Ability to interpret security advisories, plan coordinated remediation, and ensure compliance with enterprise policies.
• Voice Telemetry, Monitoring & Observability (Integrated Requirements)
• Experience with voice telemetry tools such as Cisco RTMT, Live Data, CVP Ops Console, CUIC performance dashboards, Oracle OEM, Logic Montior, Grafana, or ThousandEyes.
• Ability to implement proactive monitoring for call quality (MOS, jitter, packet loss), SIP errors, platform resource utilization, and IVR/ICM workflow performance.
• Proficiency in SIP ladder analysis using Wireshark, sngrep, or similar tools.

What are the preferred requirements needed for this position?

• Overall 8+ Years of work experience
• Minimum 5 years of experience in Enterprise Voice or Contact Center Engineering, including architecture, design, deployment, operations, and Tier 3 support.
• Extensive hands‑on experience with Cisco voice and contact center platforms, such as UCCE/PCCE/Webex CCE, CVP, VVB, Finesse, CUCM, Unity, and SBC/gateway technologies.
• Strong engineering or implementation background with SIP‑based VoIP ecosystems, including Cisco CUBE, Oracle/Acme Packet, and cloud voice carriers.
• Experience designing and supporting AI‑driven contact center solutions, including virtual agents, speech analytics, automated workflows, and integration to external systems.
• Proficiency in programming/scripting for contact center integrations, including XML and JavaScript for Finesse Gadgets, API consumption (REST, WebSocket), and workflow customization.
• Demonstrated expertise troubleshooting complex voice and contact center issues, including SIP signaling, RTP quality, SBC routing, network impacts, and multi‑layer fault isolation.
• Ability to interpret and communicate best practices, configuration standards, and architectural recommendations for Cisco voice and contact center environments.
• Experience making design and technology decisions related to performance, scalability, manageability, high availability, and cloud/hybrid architectures.
• Experience remediating security vulnerabilities across Cisco UC/CCE platforms, including patching, certificates, secure SIP/SRTP, and compliance with enterprise security standards.
• Strong background in voice telemetry and monitoring tools, such as RTMT, CVP Ops Console, CUIC, Splunk/ELK, Wireshark/sngrep, or ThousandEyes.
• Excellent communication and documentation skills, with the ability to present complex technical information clearly to both technical and non‑technical stakeholders.
• Adaptability and strong situational judgment, with ability to manage unexpected issues, drive RCA investigations, and propose effective contingency plans.
• Proven analytical, problem‑solving, planning, and time‑management skills, with the ability to work independently in high‑pressure, time‑sensitive environments.
• Self‑motivated, quick learner, and strong collaborator across cross‑functional engineering, operations, security, and vendor teams.