Contact Center Administration Engineer

Key Activities
Support Team Management: o Lead daily activities for UCCE Central Controllers, Peripheral Gateways, CVP servers, Finesse, CUIC , voice gateways and associated infrastructure o Coordinate with L1/NOC teams to validate SLAs, escalations, and shift handovers Incident & Problem Resolution: o Address all incidents; perform root-cause analysis and implement long-term fixes o Proactively Monitor and conduct healthy check on Contact center & Collaboration systems, respond to alerts and events generated from Monitoring tool in co-ordination with Network Operation Center (NOC) team and ensure availability of System to business and Customers. o Engage and managed third-party vendors support. Provide/Lead engineering and technical input to create, maintain, and implement Contact Center, Collaboration and Network engineering standards. Configuration & Change Execution: o Implement routing/script updates (CallRouter, VRU, precision queues) per approved RFCs o Manage software upgrades, patching schedules, and version control for all UCCE components Monitoring & Performance Tuning: o Execute daily health checks via RTMT/SNMP or other tool ; clear stale alarms and validate heartbeat synchronization o Analyze BHCA, agent capacity, and network QoS metrics; recommend resource adjustments Integration & Optimization: o Oversee integration between UCCE/CVP/CUCM, voice gateways, CTI desktops, and reporting tools o Tune VXML scripts, JTAPI/SCI connections, and gateway redundancy parameters. Documentation & Knowledge Transfer: o Maintain runbooks, network diagrams, SOPs, and handover guides o Conduct training sessions for L1 support and new hires Reporting & Analytics: o Generate weekly/monthly performance dashboards using CUIC, 2Ring, and wallboards o Track KPIs: uptime, call-handling metrics, change success rates, and customer satisfaction.

Education
Bachelors degree in computer science, Information Technology, Engineering, or related field Certifications Cisco CCNP Collaboration. Cisco Unified Contact Center Enterprise Specialist Cisco Certified Internetwork Expert (CCIE) Collaboration ( Preferred ) ITIL Foundation. Experience 3-5 years of hands-on UCCE/CVP administration in multi-site, enterprise environments (100+ agents) Proven track record in 247 operations, incident management, and capacity planning. Experience coordinating with third-party contact center tools and vendors. Demonstrated ability to execute major upgrades and maintenance windows without service impact. Job-related Skills Technical: SIP/H.323, JTAPI/SCI, VXML scripting, RTMT, CLI, CUIC, CUCM, RTMT; basic PowerShell/Bash automation. Process & Tools: ITSM processes, RFC/change control, version management, backup automation Analytical: Data-driven decision making; able to interpret call-flow metrics, usage and other Ops reports. Knowledge Deep understanding of Cisco UCCE architecture and best practices Familiarity with network design for low-latency voice (QoS, VLANs, redundancy) Awareness of contact center security and compliance standards Communication Excellent written/verbal English (Arabic a plus). Able to translate technical issues into clear business terms. Strong stakeholder management: proactive, responsive, customer-centric.