Senior Unified Contact Center Expert

2 weeks ago

Thiruvananthapuram, Kerala, India beBeeEngineer Full time ₹ 1,50,00,000 - ₹ 2,20,00,000
Job Title

A UCCE L3 Engineer plays a vital role in the support of complex Cisco UCCE/UCCX/PCCE solutions and third-party call recording platforms.

About This Role
  • This position requires a high level of technical expertise, including knowledge of Cisco ICM/CCMP/CVP/CUIC and troubleshooting methodologies.
  • The ideal candidate will have extensive experience with MACD creation for Cisco UCCE and IPT platforms.
  • Deep understanding of Voice over Internet Protocol (VOIP) protocols, including SIP, H.323, and MGCP, with awareness of ITIL process.
  • Comprehensive knowledge of Cisco Voice network deployment models and voice network devices' functioning.
  • Proficiency in VOIP and Performance Management Tools, with integration experience with other tools.
  • Strong grasp of Telecom infrastructure protocols, including ISDN and analog signaling.
  • Ability to work in a 24/7 business support environment.
  • Expertise in Cisco Voice platform and CUCM/UCCE/UCCH/CVP platforms.
Responsibilities
  • Collaborates with Third-Party Providers and OEMs for incident resolution and problem resolution of telecommunication issues.
  • Performs advanced remote/on-site troubleshooting activities, encompassing system design issues, upgrade plans, technical product documentation, upgrades, and site coordination.
  • Acts as a point of contact for service delivery issues, pending work, and escalations.
  • Maintains and updates the Knowledge Base and documentation and initiates process improvements.
Requirements
  • Exceptional communication and conversation skills (Verbal and Written), strong analytical, and problem-solving skills.
  • 10+ Years of experience in similar roles is required.
What We Offer

We offer competitive compensation packages, opportunities for professional growth, and a collaborative work environment.

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