Contact Center Administration Engineer

3 weeks ago

Pune, India Wipro Full time
  • Key ActivitiesSupport Team Management:o Lead daily activities for UCCE Central Controllers, Peripheral Gateways, CVP servers, Finesse, CUIC , voice gateways and associated infrastructureo Coordinate with L1/NOC teams to validate SLAs, escalations, and shift handovers Incident & Problem Resolution:o Address all incidents; perform root-cause analysis and implement long-term fixeso Proactively Monitor and conduct healthy check on Contact center & Collaboration systems, respond to alerts and events generated from Monitoring tool in co-ordination with Network Operation Center (NOC) team and ensure availability of System to business and Customers.
  • o Engage and managed third-party vendors support. Provide/Lead engineering and technical input to create, maintain, and implement Contact Center, Collaboration and Network engineering standards. Configuration & Change Execution:o Implement routing/script updates (CallRouter, VRU, precision queues) per approved RFCso Manage software upgrades, patching schedules, and version control for all UCCE components Monitoring & Performance Tuning:o Execute daily health checks via RTMT/SNMP or other tool ; clear stale alarms and validate heartbeat synchronizationo Analyze BHCA, agent capacity, and network QoS metrics; recommend resource adjustments Integration & Optimization:o Oversee integration between UCCE/CVP/CUCM, voice gateways, CTI desktops, and reporting toolso Tune VXML scripts, JTAPI/SCI connections, and gateway redundancy parameters.
  • Documentation & Knowledge Transfer:o Maintain runbooks, network diagrams, SOPs, and handover guideso Conduct training sessions for L1 support and new hires Reporting & Analytics:o Generate weekly/monthly performance dashboards using CUIC, 2Ring, and wallboardso Track KPIs: uptime, call-handling metrics, change success rates, and customer satisfaction.Education Bachelors degree in computer science, Information Technology,
  • Engineering, or related fieldCertifications Cisco CCNP Collaboration. Cisco Unified Contact Center Enterprise Specialist Cisco Certified Internetwork Expert (CCIE) Collaboration ( Preferred ) ITIL Foundation.Experience 35 years of hands-on UCCE/CVP administration in multi-site, enterprise environments (100+ agents) Proven track record in 247 operations, incident management, and capacity planning. Experience coordinating with third-party contact center tools and vendors. Demonstrated ability to execute major upgrades and maintenance windows without service impact.Job-related Skills Technical: SIP/H.323, JTAPI/SCI, VXML scripting, RTMT, CLI, CUIC, CUCM, RTMT; basic PowerShell/Bash automation. Process & Tools: ITSM processes, RFC/change control, version management, backup automation Analytical: Data-driven decision making; able to interpret call-flow metrics, usage and other Ops reports.
  • Knowledge Deep understanding of Cisco UCCE architecture and best practices Familiarity with network design for low-latency voice (QoS, VLANs, redundancy) Awareness of contact center security and compliance standardsCommunication Excellent written/verbal English (Arabic a plus). Able to translate technical issues into clear business terms. Strong stakeholder management: proactive, responsive, customer-centric.

Mandatory Skills: Cisco Unified Contact Center Express . Experience: 5-8 Years . >

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