Sr Telecom Engineer

Job Description

Cisco CUCM, Cisco Contact Center Enterprise (UCCE) or Packaged Contact Center Enterprise (PCCE), Verint recording Experience with Genesys, Avaya, or cloud-based contact center platformsHands-on scripting experience with JavaScript, Python, or PowerShell.Experience with AI-driven contact center solutions and chatbots.Job Roles and Responsibilities: Should have good experience on CUCM, CUIC, CVP, UCCE/PCCE Contact center and Telephony solutions. In-depth knowledge on troubleshooting Cisco Telephony and UCCE/PCCE Contact Center Solutions. Expertise in SIP trunking, VoIP protocols, QoS, and network troubleshooting. Hands-on experience with CTI integrations, API-based development, and database-driven call routing. Proficiency in SQL, Windows Server, and Linux-based systems for UCCE components. Should have worked on at least two Cisco UCCE implementation Project Implement security policies and best practices for UCCE environments. Good understanding of Outbound solution In-depth knowledge on Gateway configurations, Networking, Linux & Windows OS. Recording solution knowledge, preferably Calabrio AQM Troubleshooting experience on Finesse, PGs. 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. Manage and mentor L1 and L2 team members and make sure the site is running as per the BAU expectation Should have good verbal and written communication skills. **Note:PCCE = Packaged Contact Center EnterpriseUCCE = Unified Contact Center Enterprise