Collab L3- PDI

Job Title: Cisco UCCE L3 Lead

Department: Cisco CX / Contact Center Operations
Location: Navi Mumbai, India
Experience: 8–13 Years
Designation: B4-1 Level / L3
Job Family: Product & Network Design, Development & Implementation – Access Planning & Management

Role Overview

This role is responsible for providing advanced Level-3 operational support for Cisco Unified Contact Center Enterprise (UCCE) solutions. The engineer will handle complex troubleshooting, contact center solution upgrades, integrations, change implementation, and continuous service improvements. A key responsibility involves acting as a technical escalation point, ensuring high availability and optimal performance of Cisco Contact Center environments.

Roles & Responsibilities
Technical Operations & Troubleshooting

• Troubleshoot Cisco UCCE, CUCM, Cisco Voice Gateways, SIP infrastructure, CVP, CUIC, and related platforms.

• Support Cisco Contact Center Outbound Dialer Systems & 3rd-party Call Recording platforms.

• Perform call flow scripting updates such as Holiday & Routing changes.

• Conduct Root Cause Analysis (RCA), generate technical reports, and provide solution recommendations.

• Perform on-site/remote troubleshooting involving system design concerns, upgrade plans, and configuration issues.

• Monitor & optimize system performance using VoIP and performance monitoring tools.

Network & Voice Expertise

• Strong knowledge of VoIP protocols: SIP, H.323, MGCP

• Good understanding of Telecom signaling: ISDN, Analog

• Hands-on experience with:

  • Cisco Unified Communications Manager (CUCM / CME)

  • Cisco UCCE / UCCX / CVP platforms

  • Cisco Voice/Collaboration Devices

  • Calabrio Logger (or equivalent)

Process Management

• Execute Change Management as per defined ITIL standards.

• Lead service escalations, coordination with L1/L2 teams and OEM vendors.

• Drive documentation improvements & maintain Knowledge Base.

• Participate & contribute to Service Delivery and Operational Review meetings.

• Ensure compliance with SLAs and contractual obligations.

Leadership & Collaboration

• Act as technical SME for the UCCE domain.

• Mentor junior engineers and review technical deliverables.

• Support transition, migrations & deployment activities within the project.

• Provide proactive system improvement inputs based on operational experience.

Required Skills

• 5–9+ years strong experience in Cisco Contact Center Technologies (UCCE / Dialer)

• Advanced troubleshooting in Cisco Routing & Switching and Cisco Voice Platforms

• Knowledge of Cisco IPT and Voice deployment architectures

• Strong analytical, communication & customer-handling skills

• Familiarity with ITIL processes

Preferred Skills (Good to Have)

• Mobility technologies experience (3G/4G – LTE, UMTS/CDMA)

• Experience with enterprise WiFi or wireless deployment models

• Collaboration certifications (CCNP Collaboration / CCVP)

• Knowledge of Policy / IMS / VoLTE applications

Education & Certifications

• Bachelor's in Computer Science / IT or related field

• Industry certifications preferred:

  • CCNP / CCNP Collaboration / CCVP

  • Additional Cisco Contact Center technology certifications beneficial

Key Skills Breakdown

Skill ID
Skill Area

A.1
Cisco Unified Contact Center Enterprise (UCCE) & Dialer

A.2
ICM / CCMP / CVP / CUIC Troubleshooting

A.3
Cisco Routing, Switching, UC Devices & Loggers

Shift & Availability

• On-site, ready to support operational shift requirements

• Must handle escalations within 24x7 operational environment

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