Job Title:
Cisco UCCE L3 Lead
Department:
Cisco CX / Contact Center Operations
Location:
Navi Mumbai, India
Experience:
813 Years
Designation:
B4-1 Level / L3
Job Family:
Product & Network Design, Development & Implementation Access Planning & Management
Role Overview
This role is responsible for providing
advanced Level-3 operational support
for Cisco Unified Contact Center Enterprise (UCCE) solutions. The engineer will handle complex troubleshooting, contact center solution upgrades, integrations, change implementation, and continuous service improvements. A key responsibility involves acting as a
technical escalation point
, ensuring high availability and optimal performance of Cisco Contact Center environments.
Roles & Responsibilities
Technical Operations & Troubleshooting
- Troubleshoot Cisco UCCE, CUCM, Cisco Voice Gateways, SIP infrastructure, CVP, CUIC, and related platforms.
- Support Cisco Contact Center Outbound Dialer Systems & 3rd-party Call Recording platforms.
- Perform call flow scripting updates such as Holiday & Routing changes.
- Conduct Root Cause Analysis (RCA), generate technical reports, and provide solution recommendations.
- Perform on-site/remote troubleshooting involving system design concerns, upgrade plans, and configuration issues.
- Monitor & optimize system performance using VoIP and performance monitoring tools.
Network & Voice Expertise
- Strong knowledge of VoIP protocols: SIP, H.323, MGCP
- Good understanding of Telecom signaling: ISDN, Analog
- Hands-on experience with:
- Cisco Unified Communications Manager (CUCM / CME)
- Cisco UCCE / UCCX / CVP platforms
- Cisco Voice/Collaboration Devices
- Calabrio Logger (or equivalent)
Process Management
- Execute Change Management as per defined ITIL standards.
- Lead service escalations, coordination with L1/L2 teams and OEM vendors.
- Drive documentation improvements & maintain Knowledge Base.
- Participate & contribute to Service Delivery and Operational Review meetings.
- Ensure compliance with SLAs and contractual obligations.
Leadership & Collaboration
- Act as technical SME for the UCCE domain.
- Mentor junior engineers and review technical deliverables.
- Support transition, migrations & deployment activities within the project.
- Provide proactive system improvement inputs based on operational experience.
Required Skills
- 59+ years strong experience in Cisco Contact Center Technologies (UCCE / Dialer)
- Advanced troubleshooting in Cisco Routing & Switching and Cisco Voice Platforms
- Knowledge of Cisco IPT and Voice deployment architectures
- Strong analytical, communication & customer-handling skills
- Familiarity with ITIL processes
Preferred Skills (Good To Have)
- Mobility technologies experience (3G/4G LTE, UMTS/CDMA)
- Experience with enterprise WiFi or wireless deployment models
- Collaboration certifications (CCNP Collaboration / CCVP)
- Knowledge of Policy / IMS / VoLTE applications
Education & Certifications
- Bachelor's in Computer Science / IT or related field
- Industry certifications preferred:
- CCNP / CCNP Collaboration / CCVP
- Additional Cisco Contact Center technology certifications beneficial
Key Skills Breakdown
Skill ID Skill Area A.1 Cisco Unified Contact Center Enterprise (UCCE) & Dialer A.2 ICM / CCMP / CVP / CUIC Troubleshooting A.3 Cisco Routing, Switching, UC Devices & Loggers
Shift & Availability
- On-site, ready to support operational shift requirements
- Must handle escalations within 24x7 operational environment
Skills: troubleshooting,ucce,management,ccnp,cisco,platforms,collaboration
