Senior Consultant - Cisco Collaboration
Black BoxIndia
Posted December 4, 2025
Full Time
About the Company
Black Box is a global leader in digital infrastructure solutions, offering comprehensive services including network integration, managed services, and a wide range of technology products to Fortune 100 enterprises. With a focus on end-to-end solutions in areas such as cybersecurity, data center buildouts, and modern workplace solutions, Black Box leverages a global team and strategic partnerships to deliver cutting-edge AV, IoT, KVM, networking, and infrastructure solutions across various industries.
Job Description
Senior Consultant - Cisco Collaboration role involves leading day-to-day operations, managing customer's IP Telephony and Contact Center environment, and troubleshooting application issues related to IVR scripts and Finesse integration.
Requirements
- Sound knowledge of Cisco Unified Communications Manager (CUCM), Cisco Unified Contact Center Express (UCCX), Cisco WFM (Calabrio AQM), Cisco Unity Connection (CUC), and Cisco Voice Gateways.
- Strong understanding of UCCX Scripts and ability to develop new or modify existing UCCX IVR scripts.
- Troubleshooting and resolving application issues related to IVR scripts and Finesse integration.
- Configuring voice gateways, CUBE routers as part of the Collaboration solutions.
- Strong understanding of security and privacy controls for voice systems and ability to design and configure according to current standards.
- Troubleshooting integrated technology issues and maintaining accurate issues list.
- Learning customer environment (technical and political) and when to escalate.
- Working with Account Managers to identify new opportunities (cross selling and up selling while on projects).
- Participating in modification and continual improvement of project documentation and project implementation processes.
- Assisting support technicians in troubleshooting client installation.
- Continuously developing and enhancing knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities.