
Customer Experience Engineer
1 day ago
Job Title: Customer Experience Engineer
About the Role- We are seeking an experienced engineer to join our team as a Customer Experience Engineer.
Main Responsibilities:
- Provide support for Cisco Unified Contact Center Enterprise (UCCE), Unified Customer Voice Portal (UCCV), and third-party call recording platforms.
- Develop strong knowledge of Cisco ICM, CCMP, CVP, CUIC, and other related technologies.
- Create and manage automated contact distribution (ACD) systems in UCCE and IPT platforms.
- Understand VOIP protocols such as SIP, H.323, and MGCP, with awareness of ITIL processes.
- Demonstrate expertise in Cisco voice network deployment models, including devices functionality.
- Have experience with VOIP and performance management tools, with integration skills with other tools.
- Understand telecom infrastructure protocols like ISDN and analog signaling.
- Be prepared to work in a 24/7 business support environment.
Requirements:
- Experience working with Cisco UCCE, UCCX, PCCE solutions.
- Familiarity with Cisco ICM, CCMP, CVP, CUIC technologies.
- Proficiency in creating ACD systems in UCCE and IPT platforms.
- Understanding of VOIP protocol fundamentals.
- Knowledge of Cisco voice network deployment models.
- Experience with VOIP and performance management tools.
- Familiarity with telecom infrastructure protocols.
- Awareness of ITIL processes.
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