Consultant - System Engineer

HCA Healthcare; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

HCA Healthcare is seeking a Senior UCCE Engineer to analyze, maintain, and administer the UCCE environment. You will develop and modify complex call flows, create technical documentation, and ensure alignment with deployment standards.

You will also support reporting and provisioning for internal operations. The role requires strong collaboration with business partners and vendors to maintain system integrity and scalability, while researching new contact center technologies to improve

Qualifications

• Experience administering UCCE environments and related applications.
• Ability to design and modify complex UCCE call flows and scripts.
• Proven documentation skills for support and deployment standards.
• Ability to coordinate with partners to maintain system integrity.
• Experience with UCCE/third-party reporting and provisioning processes.

Responsibilities

• 35% - Analyze and maintain UCCE environment and reports; administer platform.
• 25% - Collaborate with business partners to ensure performance and stability.
• 20% - Document UCCE environment in detail.
• 20% - Research contact center technologies and tools.

Skills

UCCE administration

Call flows scripting

Documentation

Stakeholder collaboration

Platform administration

Education

Bachelor's degree

Tools

UCCE

Third-party apps

Job description

Director or Senior Director, Business Operations

Matrix reports to (Title):

As applicable based on functional alignment

Direct Reports:

NA

Position Summary:

The UCCE Sr. Engineer (Contact Center) will assist in the administration, direct support, and implementation of applications and solutions for the Cisco UCCE contact center environment. This individual is responsible for working with stakeholders to analyze, maintain, support, and implement UCCE (and associated third-party) applications to improve the efficiency, capabilities, and stability of the UCCE environment.

• Analyzes and maintains the current UCCE environment and applications.
• Administers the UCCE platform.
• Develops and modifies complex UCCE call flows/scripts.
• Develops technical documentation for support of UCCE environment.
• Adheres to company documented application deployment and support standards and best practices.
• Owns a portion the resolution process for customer issues/incidents.
• Maintains sizing and scaling documentation for the UCCE environment.
• Develops and modifies UCCE/third-party application reports.
• Implements applications to support internal operations/support/auditing/provisioning processes.

Responsibilities:

• 35% - Analyzes and maintains the current UCCE environment and applications. Administers the UCCE platform. Develops and modifies UCCE/third-party application reports. Develops and modifies complex UCCE call flows/scripts.
• 25% - Responsible for working with business partners/vendors to ensure the integrity of the entire UCCE environment through product understanding, development, infrastructure management, performance, and stability.
• 20% - Responsible for detailed documentation of UCCE environment.
• 20% - Performs research on contact center applications, technologies, methodologies, and tools.
• Performs other duties as assigned
• Practices and adheres to the "Code of Conduct" philosophy and "Mission and Value Statement".

Education & Experience:

• Bachelor's degree Preferred Or equivalent combination of education and/or experience
• 8-10 years

Must Have Skills

• Analyzes and maintains the current UCCE environment and applications.
• Administers the UCCE platform.
• Develops and modifies complex UCCE call flows/scripts.
• Develops technical documentation for support of UCCE environment.
• Adheres to company documented application deployment and support standards and best practices.
• Owns a portion the resolution process for customer issues/incidents.
• Maintains sizing and scaling documentation for the UCCE environment.
• Develops and modifies UCCE/third-party application reports.
• Implements applications to support internal operations/support/auditing/provisioning processes.

Nice to Have Skills

• CCNA: Desired (but not required) Preferred
• UCCE Design Certification/Exam: Desired (but not required) Preferred
• UCCE Implementation Certification/Exam: Desired (but not required) Preferred
• UCCE Support Certification Preferred

Licenses, Certifications & Training:

NA

Knowledge, Skills, Abilities, Behaviors:

• Analyzes and maintains the current UCCE environment and applications.
• Administers the UCCE platform.
• Develops and modifies complex UCCE call flows/scripts.
• Develops technical documentation for support of UCCE environment.
• Adheres to company documented application deployment and support standards and best practices.
• Owns a portion the resolution process for customer issues/incidents.
• Maintains sizing and scaling documentation for the UCCE environment.
• Develops and modifies UCCE/third-party application reports.
• Implements applications to support internal operations/support/auditing/provisioning processes.