Senior Customer Experience Solutions Engineer

5 days ago

Bellary, Karnataka, India beBeeCisco Full time ₹ 15,00,000 - ₹ 20,00,000

Job Title: Cisco Unified Contact Center Enterprise Solutions Specialist

We are seeking a skilled and experienced professional to provide level 3 support for Cisco Unified Contact Center Enterprise (UCCE) solutions.

  • Main Responsibilities:
  • Supporting experience on Cisco UCCE / UCCX / PCCE solutions and 3rd party call recording platforms.
  • Basics of Cisco ICM/CCMP/CVP/CUIC and troubleshooting.
  • MACD creation knowledge in Cisco UCCE and IPT platforms.
  • Understanding of VOIP protocols like SIP, H.323 and MGCP.
  • Awareness of ITIL process.
  • Understanding of Cisco Voice network deployment models and functioning of voice network devices.
  • Knowledge and use of VOIP and Performance Management Tools and integration experience with other Tools.
  • Understanding of Telecom infrastructure protocols like ISDN and analogue signalling.
  • Work in a 24/7 business support environment.
  • Experience on Cisco Voice platform.
  • Work experience on CUCM/UCCE/UCCH/CVP platforms.
  • Strong verbal and written communication skills.
  • Coordinate with Third Party Providers to assist in problem resolution of telecommunication problems and OEMs for incident resolution.
  • Perform advanced remote/on site troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, upgradation and site coordination.
  • Act as a point of contact for all service delivery issues/pending work/escalations.
  • Provide team support and process improvements through individual contributions.
  • Maintain and update knowledge base and documentation and initiate and implement processes improvements.
  • Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem solving skills.
  • UCCE or PCCE Email and Voice communication skills and teamwork.
Key Skills:
  • Cisco UCCE/UCCX/PCCE solutions.
  • Cisco ICM/CCMP/CVP/CUIC.
  • VOIP protocols.
  • ITIL process.
  • Cisco Voice network deployment models.
  • Telecom infrastructure protocols.
  • Performance Management Tools.
  • Third Party Providers.
  • OEMs.
  • Technical product documentation.
  • Teamwork.
  • Communication skills.
  • Analytical and problem solving skills.
About This Job

This is an exciting opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.

The ideal candidate will have a strong background in Cisco Unified Contact Center Enterprise solutions and excellent problem-solving skills.

You will be responsible for providing level 3 support for UCCE solutions, working closely with our customers to resolve complex technical issues.

In addition to your technical expertise, you will also need to possess excellent communication and interpersonal skills, as well as the ability to work effectively in a fast-paced team environment.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

If you are a motivated and results-driven professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

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