Unified Contact Center

Role: Unified Contact Center

Exp: 8-10yrs

Location: Bangalore

Imm-30 days Notice Period

JD

Conduct and support the full lifecycle of Cisco UCCE deployments focused on patching and major upgrades from 12.x to 15.x.Collaborate with customers and internal teams to ensure successful adoption, configuration management, and lifecycle initiatives aligned with business outcomes.Provide expert guidance on upgrades, patches, and maintenance strategies to keep UCCE environments resilient and optimized.Utilize automation and APIs (such as Bulk Job API, Agent API, Outbound Option APIs) to streamline lifecycle operations and improve efficiency.Monitor system performance, troubleshoot issues, and provide proactive recommendations for lifecycle improvements.

• Support integration with Cisco collaboration and contact center products, ensuring seamless multi-channel contact center functionality.
• UCCE solid hands-on experience required on UCCE components like ICM, PG, CVP, CTI, Finesse, CUIC, CM
• Strong knowledge on Cisco products UCCE/PCCE & features and other cisco gateways understanding
• Strong hands-on CVP/ICM/CUIC/Finesse application & implementation work needed with troubleshooting capabilities.
• Server migration, OS patches, certification upgrades, CC Version upgrades
• Cisco Contact center product Technical documentation and architecture knowledge is must
• ServiceNow tool experience for Change/Incident /Problem Management
• UCCE/PCCE Knowledge and exposure
• Strong hands-on CC Troubleshooting skills