Cisco UCCE Technical Support Specialist

2 days ago

Vadodara, Gujarat, India beBeeTechnical Full time ₹ 15,00,000 - ₹ 20,00,000

Job Title:

A 50-word job title summary: Cisco Unified Contact Center Expert responsible for providing technical support for contact center solutions, call recording platforms, and ITIL processes in a 24/7 environment.

Job Responsibilities:

Cisco UCCE Technical Support Specialist

We are seeking an experienced professional to join our team as a technical support specialist for Cisco Unified Contact Center Enterprise (UCCE) solutions. The ideal candidate will have a strong background in supporting contact center technologies, including CUCM, UCCX, and PCCE. Key responsibilities include:

  • Providing Level 1 technical support for Cisco UCCE/UCCX/PCCE solutions and related third-party call recording platforms.
  • Troubleshooting basic Cisco ICM/CCMP/CVP/CUIC issues.
  • Creating Maintenance Association Control Documents (MACDs) in Cisco UCCE and IPT platforms.
  • Understanding VOIP protocols (SIP, H.323, MGCP) and Telecom infrastructure protocols (ISDN, Analogy Signalling).
  • Deploying and managing Cisco Voice network models and devices.
  • Using Performance Management Tools for VOIP and integration with other tools.
  • Familiarity with ITIL processes and ability to work in a fast-paced 24/7 support environment.
  • Experience with Cisco Voice platforms and CUCM/UCCE/UCCH/CVP platforms.

Requirements:

  • Bachelor's degree in Computer Science, Telecommunications, or related field.
  • Minimum 3 years of experience in contact center technologies, preferably with Cisco UCCE/UCCX/PCCE solutions.
  • Strong understanding of VOIP protocols, Telecom infrastructure protocols, and Performance Management Tools.
  • Excellent problem-solving skills and ability to work in a team environment.
  • ITIL Foundation certification is an asset.

Working Conditions:

The successful candidate will be working in a dynamic 24/7 support environment, collaborating with cross-functional teams to resolve complex technical issues. A high level of autonomy is expected, with opportunities for career growth and professional development.

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