Cisco Contact center engineer

56672 Ameriprise India LLP; Dadri; On-site; INR 2,800,000 - 4,800,000; Full time

Job summary

Ameriprise India LLP is seeking a senior Contact Center Operations Engineer to support Cisco Unified Contact Center infrastructure and related applications. You will troubleshoot incidents, perform root-cause analysis, and implement changes after hours when required, while coordinating with vendors and internal teams.

The role demands strong communication, analytical skills, and 7–10 years of experience with UCCE and related technologies.

Qualifications

• Degree in Computer Science, Engineering related field; or equivalent work experience.
• Effective written and verbal communication skills and ability to articulate technical information across multiple organizational levels.
• Demonstrate strong analytical, problem solving and debugging skills.
• Should be flexible with the shifts depending upon the business requirement.
• Preferred certification(s): UCCE Specialist, CCNP Collaboration.
• Engineer is expected to possess 7-10 years of experience and detailed working knowledge configuring, supporting, upgrading the following technologies: UCCE – Unified Contact Center Enterprise 11.6 - 12.5.
• ICM, AW/HDS, Routers, Loggers, Agent / VRU PG’s
• CVP, Call Server, VXML server
• SQL 2008 R2, 2016, Call analysis/Queries based on RCK / RCKD
• CTI Integrations with 3rd party applications
• CTISVR log collection & analysis
• Agent Desktop software, Finesse / Other 3rd Party CRM’s
• Basic ICM scripting knowledge, call routing/queueing design
• ICM Web Setup, PG Setup, Script Editor, Configuration Manager
• CUSP (SIP Proxy)
• CUIC Reporting
• Nuance ASR/TTS
• F5 Load Balancers
• CCE Integration eGain Chat & Click to Call
• VMware software, ESXi B-series, C-series, vCenter CUCM - Call Manager 11.5 - 12.5
• Call Routing troubleshooting- Traces / Debug collection
• Media Resources, MTP, Conference Bridge, XCODE, MRG / MRGL’s
• System health monitoring - RTMT
• CTI Route Point Configuration
• Call routing configuration, Dial plan, Route patterns, hunt groups, route lists
• SIP Trunking, ICT, H323, MGCP configuration
• DRS Backup configuration
• Patches (COP files, ES Upgrades)
• Move, Add, Change administration IOS ASR / ISR Voice & Data gateways
• Experience with IOS patches and upgrades
• SIP / ISDN debugs and troubleshooting skills
• CUBE
• VOIP dial peer configuration
• Translation rules / DNIS / ANI
• DSP Gateways (Media Resources)
• VXML Gateways
• Telephony services configuration
• TFTP, firmware, MOH

Responsibilities

• Incident Management: Resolve Cisco Unified Contact Center incidents per service processes.
• Problem Management: Provide technical expertise and RCA, analyze chronic issues.
• Change Management: Implement technology changes, document plans, comply with security policies.
• Maintain vendor/partner coordination and drive after-hours changes when required.
• In-Office Collaboration: work in office with flexibility for some remote days as needed.
• Engage with Ameriprise engineers and 3rd party vendors for escalation and resolution.

Skills

Communication

Problem solving

Shift flexibility

Education

Bachelor's degree in Computer Science or related field

Tools

UCCE

CCNP Collaboration

Cisco Unified Contact Center

SQL

Finesse

CUIC

VMware

Job description

About Our Company Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP.

Job Description

Contact Center Operations Engineer - Engineer will support all In‑Scope Contact Center Technologies, proactively monitoring and quickly responding to hardware, software, and network Incidents. Candidate must have excellent written/verbal communication skills and work closely with vendor/contractor partners. Responsibilities include planning and implementing after‑hours changes/upgrades to Voice and Contact Center related applications and infrastructure, completing detailed implantation plans/design documentation, and troubleshooting/resolving complex Incidents. Candidate must be able to provide expert‑level troubleshooting, and end‑to‑end support/resolution of Service Requests.

Incident Management

• Perform resolution for all Cisco Unified Contact Center infrastructure for all Incidents following Ameriprise Service Management processes.
• Expert level troubleshooting and analysis for all In‑Scope Technology.
• Analysis and resolution of chronic or undetermined issues.
• Deep dive analysis of Problems and Incidents.
• Expert Analysis of device, server network performance logs to triage Incidents/Outages as they occur.

Problem Management

• Provide technical expertise for Problem Management support (including RCA).
• Analysis and resolution of chronic or undetermined issues.
• Application based performance captures.

Change Management

• Must be able to Implement technology changes, including after hours, to configure, upgrading and maintain supported technologies
• Document detailed change implantation plans / procedures and be able to represent said plans during change management reviews
• Work with ITIL and Change Management processes and comply with all security policies

Other Behaviors

• Build partnerships with Ameriprise CDO experts and Portfolio Architects.
• Demonstrate continuous learning of Ameriprise Business and technical environment.
• Work directly with manufacturer technical assistance or research and development.
• Initiate conversations with escalated Ameriprise engineers and support vendors (i.e. Cisco TAC).

Required Qualifications

• Degree in Computer Science, Engineering related field; or equivalent work experience.
• Effective written and verbal communication skills and ability to articulate technical information across multiple organizational levels.
• Demonstrate strong analytical, problem solving and debugging skills.
• Should be flexible with the shifts depending upon the business requirement.
• Preferred certification(s): UCCE Specialist, CCNP Collaboration.
• Engineer is expected to possess 7-10 years of experience and detailed working knowledge configuring, supporting, upgrading the following technologies: UCCE – Unified Contact Center Enterprise 11.6 - 12.5
• ICM, AW/HDS, Routers, Loggers, Agent / VRU PG’s
• CVP, Call Server, VXML server
• SQL 2008 R2, 2016, Call analysis/Queries based on RCK / RCKD
• CTI Integrations with 3rd party applications
• CTISVR log collection & analysis
• Agent Desktop software, Finesse / Other 3rd Party CRM’s
• Basic ICM scripting knowledge, call routing/queueing design
• ICM Web Setup, PG Setup, Script Editor, Configuration Manager
• CUSP (SIP Proxy)
• CUIC Reporting
• Nuance ASR/TTS
• F5 Load Balancers
• CCE Integration eGain Chat & Click to Call
• VMware software, ESXi B-series, C-series, vCenter CUCM - Call Manager 11.5 - 12.5
• Call Routing troubleshooting- Traces / Debug collection
• Media Resources, MTP, Conference Bridge, XCODE, MRG / MRGL’s
• System health monitoring - RTMT
• CTI Route Point Configuration
• Call routing configuration, Dial plan, Route patterns, hunt groups, route lists
• SIP Trunking, ICT, H323, MGCP configuration
• DRS Backup configuration
• Patches (COP files, ES Upgrades)
• Move, Add, Change administration IOS ASR / ISR Voice & Data gateways
• Experience with IOS patches and upgrades
• SIP / ISDN debugs and troubleshooting skills
• CUBE
• VOIP dial peer configuration
• Translation rules / DNIS / ANI
• DSP Gateways (Media Resources)
• VXML Gateways
• Telephony services configuration
• TFTP, firmware, MOH

In‑Office Collaboration

We are a client‑centric, relationship‑based business. Working together, in‑person, is foundational to how we achieve results. By fostering a culture of face‑to‑face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in‑office time or different in‑office expectations, and specific requirements will be discussed during the hiring process.

Full‑Time/Part‑Time

Full time Timings (2:00p-10:30p)

Location

India Business Unit AWMPO AWMP&S President's Office

Job Family

Group Technology

Equal Opportunity Employer

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law. We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.

About Ameriprise

Since 1894, Ameriprise Financial has helped people feel more confident about their financial future. Guided by strong values and a deep commitment to clients, we've remained a trusted leader in financial planning and advice for more than 130 years. Through our businesses, Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance & Annuities, we deliver advice, investment and protection solutions designed for long‑term success. While each business brings distinct capabilities and expertise, all are united by our unwavering focus on clients and a strong financial foundation. For you, that means the opportunity to build a meaningful career in a high‑performing, collaborative culture where your expertise can grow, your contributions are valued and your work can make a real impact. As a global financial services company with three complementary businesses, the breadth of our capabilities sets us apart. It also creates unique opportunities for employees to learn, collaborate and grow their careers:

Our Businesses

• Ameriprise Financial: Financial planning, advice and wealth management.
• Columbia Threadneedle Investments: Global asset management serving individual, institutional and corporate clients.
• RiverSource Insurance & Annuities: Products and solutions designed to help clients protect and grow their wealth.

Explore Opportunities

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