Cisco Cce Operations Engineer
2 weeks ago
**Job Summary**:
**Key Responsibilities**:
- Operate, monitor, and support **Cisco Unified Contact Center Enterprise (UCCE)** platform and Quality Management Solutions, including:
- **ICM, CVP, CUCM, Finesse, PGs, AW/HDS, Rogger, Recording, QM, WFM, KM**:
- Manage **day-to-day operations**, incident response, and root cause analysis for the contact center environment.
- Act as Technical Advisor and coordinate with other departments to facilitate the requirements and prerequsites.
- Maintain system **performance tuning**, **capacity planning**, and **upgrade planning**.
- Lead **patching, maintenance windows**, and **disaster recovery testing**.
- Work closely with internal teams to support **new feature rollouts**, **technology upgrades**, and **migrations**.
- Develop and maintain **operational documentation**, SOPs, runbooks, and topology diagrams.
- Support **compliance efforts**, implementing controls to align with **security policies and standards**.
- Participate in **on-call rotation** and provide escalation support.
- Monitor and enhance **system observability**, including logging, alerting, and analytics tools.
- Work with **vendors and Cisco TAC** to resolve complex issues and track product defects or enhancements.
**Qualifications**:
- 3+ years’ experience in **Cisco UCCE** environment support and operations.
- Strong knowledge of:
- **Cisco Unified Communications Manager (CUCM)**:
- **Cisco Voice Gateways, SIP routing, and Voice Translation Profiles**:
- **CVP Call Studio, VXML, and Prompt Management**:
- **Finesse and third-party CRM integrations**:
- Familiarity with **Cisco Webex Contact Center** is a plus.
- Basic understanding of enterprise networking**:LAN/WAN, firewalls, QoS, SIP, DNS, Load Balancers**.
- Experience working with **Windows Servers**, **VMware**, and **infrastructure basics**:
- Security-focused mindset with exposure to **identity access control, encryption, and compliance frameworks** (e.g., PCI DSS, ISO 27001).
- Strong scripting and automation skills (**Call Studio**, **ICM Scripting**, or equivalent) are a plus.
- Excellent **communication and documentation** skills.
- Proven ability to **interface with stakeholders** across IT disciplines.
- Strong **analytical** and **problem-solving** capabilities.
- Comfortable working in **fast-paced, mission-critical environments**.
- Ability to **lead technical bridges and coordinate with vendors** during major incidents.
**Cisco CCNP Collaboration / CCIE Collaboration**
- **Cisco UCCE Specialist certifications**:
- **ITIL v4 Foundation**
**Job Types**: Full-time, Contract
Contract length: 12 months
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