Unified Contact Center Engineer - Cisco UCCE

Description :

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.

Required Technical Skills :

- Strong hands-on experience with Cisco UCCE components, including : ICM, PG, CVP, CTI, Finesse, CUIC, Call Manager (CM).

- In-depth knowledge of Cisco UCCE/PCCE architectures, features, and functionality.

- Proven experience with CVP, ICM, CUIC, and Finesse application configuration, implementation, and troubleshooting.

- Good understanding of Cisco gateways and related network configurations.

- Expertise in server migration, OS patch management, certification upgrades, and contact center version upgrades.