Engineer

Role & responsibilities

Mandatory:

Preferable/Optional:

• Cisco CCNA Collaboration / Voice
• Cisco CCT Collaboration
• Cisco UCCE or UCCX specialist certifications
• ITIL Foundation (a plus)

Certifications can be add on

Job Roles and Responsibilities:

• Provide Level 2 support for Cisco IPT, UCCE, and UCCX platforms across enterprise environments.
• Troubleshoot and resolve incidents related to voice quality, call routing, agent login issues, and CTI integrations.
• Perform configuration changes for users, hunt groups, call flows, dial plans, and IVRs.
• Assist with the deployment and patching of Cisco voice and contact center components (CUCM, CUBE, CVP, PG, ICM, Finesse).
• Work on agent profile setup, skill group configuration, and UCCE scripting (ICM scripts).
• Collaborate with Level 1 and Level 3 teams for escalations and root cause analysis.
• Document issues, actions taken, and resolutions in the ticketing system (e.g., ServiceNow).
• Monitor system health and performance of voice infrastructure and contact center applications.
• Participate in scheduled maintenance, upgrades, and DR testing.
• Generate reports and logs for usage, incidents, and performance as needed.

Required Skills and Qualifications:

• 35 years of experience in Cisco IPT and Contact Center technologies.

• Strong knowledge of:

• Cisco CUCM (Call Manager)

• Cisco UCCE (ICM, CVP, PG, Finesse)

• Cisco UCCX (Scripting, Call Flow Design)

• Hands-on experience with SIP, H.323, MGCP, and RTP protocols.

• Understanding of CTI integrations, agent workflows, and call treatment.

• Basic troubleshooting of voice gateways (CUBE/ISR).

• Familiarity with call recording and quality monitoring tools (e.g., NICE, Verint) is a plus.

• Experience working in ITIL-based support environments.

• Excellent communication and documentation skills.