Contact Center Support Engineer

Tata Consultancy Services; Chennai District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Tata Consultancy Services in Chennai is seeking a skilled professional to provide hands-on support for Cisco UCCE/IVR environments and NICE solutions. You will develop automation scripts in Python, build Tableau dashboards, and help optimize contact center operations.

Ideal candidates have 4–8 years of experience, strong incident management skills, and familiarity with AWS, Splunk, and ITSM tools. The role includes production deployments and ongoing hypercare support.

Qualifications

• 4–8 years of experience in contact center environments.
• Operational support for Cisco UCCE/IVR and related systems.
• Experience with NICE CXone/Engage and call recording solutions.
• Able to develop Python automation scripts to improve efficiency.

Responsibilities

• Provide operational support for Cisco UCCE/IVR environments and routing scripts.
• Support NICE CXone, NICE Engage, and related call recording solutions.
• Manage WFM and Real-Time Adherence operations.
• Monitor system health, troubleshoot incidents, and coordinate resolutions.
• Create dashboards/reports using Tableau from contact center data.
• Handle deployments, post-implementation validation, and hypercare activities.
• Use SNOW/ITSM and Jira for incident, problem, and change management.

Skills

Tableau reporting

Python scripting

Operational analytics

Incident management

Tools

Cisco UCCE/IVR

NICE CXone

NICE Engage

Tableau

Python

AWS

Splunk

Dynatrace

Jira

ServiceNow

ITSM

WFM

RTA

Job description

Dear Candidate!

Greetings from TCS !!!

Role: Cisco UCCE/IVR & NICE Support

Location: Chennai

Experience Range: 4 to 8 Years

Job Description:

• Provide operational support for Cisco UCCE/IVR environments, including routing scripts, call flows, and contact center integrations.
• Support and administer NICE CXone, NICE Engage, and related call recording solutions.
  Manage and support Workforce Management (WFM) and Real-Time Adherence (RTA) operations.
• Monitor system health, troubleshoot incidents, and coordinate resolutions with internal teams and vendors.
• Perform analysis of contact center operational data and create dashboards/reports using Tableau.
• Develop automation scripts and utilities using Python to improve operational efficiency.
• Support cloud-based solutions and integrations within AWS environments.
  Utilize monitoring tools such as Splunk and Dynatrace for proactive monitoring, alerting, and root cause analysis.
• Handle incident, problem, and change management activities using ServiceNow (SNOW), ITSM, and Jira.
• Participate in production deployments, post-implementation validation, and hypercare activities

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