Cisco L2 UCCE/PCCE Engineer

Cisco CUCM, Cisco Contact Center Enterprise (UCCE) or Packaged Contact Center Enterprise (PCCE), Verint recording

Responsibilities

·        Should have good experience on CUCM, CUIC, CVP, UCCE/PCCE Contact center and Telephony solutions.

·        Exp on Acqueon Outbound Solution

·        In-depth knowledge on troubleshooting Cisco Telephony and UCCE/PCCE Contact Center Solutions.

·        In-depth knowledge on Gateway configurations, Networking, Linux & Windows OS.

·        Recording solution knowledge, preferably Calabrio AQM

·        Troubleshooting experience on Finesse, PG’s.

·        Experience with ICM / UCCE scripting utilizing Script Editor.

·        Understand UCCE Database Schema and ability to use queries against the databases.

·        Good knowledge on Verint Recording solution

·        Hands on experience on Incident & Change management process.

·        Good understanding on ITIL process.

·        Work with OEM for escalated cases.

·        Good Team player and provide periodical knowledge transfer to teams.

·        Should have good verbal and written communication skills.

Qualifications

Bachelor degree or equivalent experience