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

Skills: troubleshooting,ucce,management,ccnp,cisco,platforms,collaboration