Senior Unified Contact Center Enterprise Specialist

18 hours ago

Bellary, Karnataka, India beBeeUnified Full time ₹ 30,00,000 - ₹ 40,00,000

Job Summary

We are seeking an experienced Unified Contact Center Enterprise (UCCE) specialist to support and manage UCCE solutions, as well as third-party call recording platforms.

The successful candidate will have a strong background in supporting Cisco UCCE / UCCX / PCCE solutions and possess excellent communication and analytical skills, with the ability to work effectively in a 24/7 business support environment.

Key Responsibilities:

  • Supporting Cisco UCCE / UCCX / PCCE solutions and third-party call recording platforms.
  • Basic knowledge of Cisco ICM/CCMP/CVP/CUIC and troubleshooting.
  • Creation of MACD in Cisco UCCE and IPT platforms.
  • Familiarity with VOIP protocols such as SIP, H.323, and MGCP, as well as ITIL processes.
  • Understanding of Cisco Voice network deployment models and voice network devices.
  • Knowledge of VOIP and Performance Management Tools, with integration experience with other tools.
  • Familiarity with Telecom infrastructure protocols like ISDN and analog signaling.
  • Ability to work in a 24/7 business support environment.
  • Experience with Cisco Voice platform and CUCM/UCCE/UCCH/CVP platforms.
  • Strong verbal and written communication skills.
  • Coordination with Third-Party Providers for problem resolution and OEMs for incident resolution.
  • Advanced remote/on-site troubleshooting, system design issues, upgrade plans, technical documentation, upgrades, and site coordination.
  • Point of contact for service delivery issues, pending work, and escalations.
  • Team support and process improvements through individual contributions.
  • Maintenance and update of Knowledge Base and documentation, as well as initiation and implementation of process improvements.
  • Excellent communication and conversation skills, strong analytical and problem-solving skills.
  • UCCE or PCCE Email and Voice communication skills, teamwork, Power point presentation/preparation, and Excel-related Analytics.
  • 8-12 years of experience in Cisco UC, UCCE, Voice gateway, call management, Webex, CVP, VMware, patch management, release management.

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