Tier 3 CC Customer Engineer

7 days ago

Bengaluru, India Insight Global Full time

Title: Tier 3 Customer Engineer Location: Bangalore IndiaOn call RotationDuration: 12 Mo ContractPay Rate: 1,000 LPA /hrTargeted Start Date: ASAPOwn complex operations and escalations across the Contact Center Enterprise stack for Dedicated Instance environments. Drive stability, scalability, and resilience for mission-critical contact center services.Core ResponsibilitiesLead incident response, complex troubleshooting, and root-cause analysis across the UCCE ecosystem.Design and implement advanced call flows, routing strategies, and peripheral integrations.Plan and execute upgrades, patches, and migrations with minimal downtime.Build and maintain runbooks, diagrams, standards, and support procedures.Implement monitoring, alerting, and capacity/performance baselines for proactive operations.Partner with UC, Network, and Security teams on cross-domain changes and solution designs.Mentor Tier 1/2 staff; provide knowledge transfer and technical reviews.Support compliance, audit readiness, and change management best practices.Required Skills and ExperienceDeep, hands-on expertise with Cisco UCCE components: ICM, CVP, Finesse, CUIC, VVB, IDS, and LiveData.Strong proficiency in call routing strategies, CVP microapps, VXML, and survivability designs.Experience integrating external data sources, web services, and CTI/CRM connectors.Proficient with SIP, RTP, SRTP, QoS, SBC interoperability, and SIP trunking to carriers.Advanced troubleshooting using logs, traces, and protocol analysis tools.Proven experience in production change windows, method of procedure (MOP) creation, and rollback planning.Preferred QualificationsAutomation and tooling: Scripting for configuration, testing, or reporting (e.g., Python), API usage for CUIC/LiveData.Experience with high-availability, geo-redundancy, and DR testing for UCCE.Familiarity with observability stacks and synthetic testing for contact center.CertificationsCisco CCNP Collaboration or equivalent; Cisco UCCE/CCE Specialist certifications preferred.ITIL Foundation or higher is a plus.

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