Tier 3 CC Customer Engineer

1 week ago

Greater Bengaluru Area, India Insight Global Full time

Title: Tier 3 Customer Engineer Location: Bangalore India On call Rotation Duration: 12 Mo Contract Pay Rate: 1,000 LPA /hr Targeted Start Date: ASAP Own 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 Responsibilities - Lead 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 Experience - Deep, 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 Qualifications - Automation 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. Certifications - Cisco CCNP Collaboration or equivalent; Cisco UCCE/CCE Specialist certifications preferred. - ITIL Foundation or higher is a plus.

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