We are seeking a Senior Contact Center Solutions Engineer to architect and support our global enterprise communication platforms. You will be a key driver in managing the health and evolution of our contact center ecosystem.

This is a "bridge" role requiring deep technical mastery of Cisco UCCE core components and the vision to implement advanced capabilities within the NICE CXone (CCaaS) cloud environment. You will be responsible for everything from high-level planning and implementation to the "nitty-gritty" of server patching and SQL troubleshooting.

Core Responsibilities :

- Platform Evolution : Lead the implementation of new use cases and advanced capabilities within NICE CXone, including Speech Analytics, automated Dialers, and advanced Call Recording solutions.

- UCCE Architecture & Support : Build, maintain, and troubleshoot the core Cisco UCCE stack, including ICM (Router/Logger), CVP, Finesse, CUIC, and PG.

- Integration & Interoperability : Ensure seamless data flow and integration between on-premise Cisco components and Cloud-based NICE CXone services.

- Operational Excellence : Manage the full lifecycle of contact center platforms, including patching cycles, version upgrades, and overall system health monitoring.

- Data & Analytics : Utilize SQL Server to write ad-hoc queries, analyzing system performance and call data to drive critical decision-making.

- L3 Global Support : Participate in a rotational on-call schedule (including off-hours and weekends) to provide expert-level troubleshooting for global contact center outages.

- Environment Management : Perform administration tasks across Windows and Linux server environments, ensuring networking protocols and security standards are met.

Technical Requirements :

Primary Contact Center Stack :

- CCaaS : NICE CXone (Implementation and support).

- Cisco UCCE Core : ICM (Router, Logger, DDS/HDS, AW), PG (Peripheral Gateway), CVP (Customer Voice Portal).

- Agent Experience : Cisco Finesse, CUIC (Reporting), and various Call Recording/Monitoring solutions.

- Telephony Logic : Advanced ACD skills, Routing attributes, and Points of Contact configuration.

Infrastructure & Engineering :

- Systems Admin : Strong administration skills in Windows Server and Linux environments.

- Database : Proficiency in SQL Server for data analysis and troubleshooting.

- Connectivity : Solid understanding of networking protocols (SIP, TCP/IP) and API-based integrations.

- Cloud : Hands-on experience with Cloud platform migrations and management.

Experience & Education :

Experience : 8+ years of hands-on experience in Contact Center engineering with a focus on Cisco UCCE and Cloud technologies.

Education : Bachelor's Degree in Computer Science, Telecommunications, or a related field.

Attributes : Self-starter with advanced troubleshooting skills; capable of managing high-pressure outages independently or as part of a global team.