L3 Cisco UCCE Support Engineer

Neev; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Neev is seeking a Senior Cisco UCCE Support Engineer (L3) in Mumbai, India. The ideal candidate will have 6–8 years of experience in maintaining and managing Cisco UCCE components, ensuring high availability and optimal performance.

The role involves overseeing vital integrations, leading incident management, and performing deep technical analysis. Successful candidates will have strong expertise in Cisco architecture and tools like Calabrio and Acqueon, along with excellent problem-solving skills.

Qualifications

• 6–8 years of dedicated experience in supporting and maintaining Cisco UCCE environments.
• Strong engineering knowledge of Cisco UCCE architecture, ICM, and Cisco Finesse.
• Hands-on support experience with Calabrio and Acqueon is highly preferred.

Responsibilities

• Maintain and manage all core Cisco UCCE components.
• Oversee, configure, and maintain the List & Campaign Manager systems.
• Administer and manage specialized call recording and contact center software.

Skills

Management

Cisco

UCCE

Components

Failover

Tools

Calabrio

Acqueon

Job description

Overview

Job Description: Senior Cisco UCCE Support Engineer (L3). We are seeking an experienced and highly skilled L3 Cisco UCCE Support Engineer with 6 to 8 years of hands-on experience in contact center environments. In this role, you will be responsible for the end-to-end maintenance, management, and troubleshooting of Cisco Unified Contact Center Enterprise (UCCE) components and third-party integrations. You will act as the highest level of internal technical escalation, ensuring high availability, system performance, and seamless business operations.

Responsibilities

• Core Management: Maintain and manage all core Cisco UCCE components, ensuring high availability and optimal performance.
• Outbound Campaign Management: Oversee, configure, and maintain the List & Campaign Manager systems.
• Third-Party Integration: Administer and manage specialized call recording and contact center software, specifically Calabrio and Acqueon.
• Lifecycle Management: Handle software version maintenance, upgrades, and updates in line with the latest vendor releases for all supported devices and platforms.
• Patching: Provide technical guidance and senior-level support during monthly system patching activities.
• L2/L3 Support & Incident Management
• Advanced Troubleshooting: Provide robust L2/L3 technical support for complex UCCE infrastructure issues and integrated customized applications.
• Root Cause Analysis: Perform deep-dive analysis on system issues and deliver long-term, effective technical solutions.
• Incident Response: Own the investigation of critical issues, and prepare and share formal Root Cause Analysis (RCA) reports for all P1 and P2 incidents.
• Business Continuity & Compliance
• Failover Testing: Lead and execute quarterly system functional failover activities to ensure disaster recovery readiness.
• System Audits: Conduct comprehensive quarterly system audits to monitor health, security, and performance metrics.
• Vendor Coordination: Act as the primary technical point of contact to coordinate and collaborate with Cisco, Acqueon, and other vendor Technical Assistance Centers (TAC) for complex bug fixes.
• Requirement Gathering & Documentation
• Stakeholder Engagement: Coordinate across various internal business user functions to gather technical requirements and offer operational support.
• Documentation Management: Author and update technical documentation aligned with the implemented Contact Center solution architectures.
• Compliance & Inventory: Formally document user requirements, obtain necessary change management approvals, and maintain an accurate site inventory along with supporting system documentation.

Qualifications

• Experience: 6–8 years of dedicated experience in supporting and maintaining Cisco UCCE environments.
• Technical Expertise: Strong engineering knowledge of Cisco UCCE architecture, Intelligent Contact Management (ICM), and Cisco Finesse.
• Third-Party Tools: Hands-on support experience with Calabrio (Recording) and Acqueon (Campaign/List Management) is highly preferred.
• Process Oriented: Proven experience handling high-priority (P1/P2) incidents, drafting RCAs, and working within ITIL frameworks.
• Soft Skills: Excellent analytical problem-solving abilities, strong stakeholder management, and clear technical communication skills.

Skills: management, cisco, ucce, components, failover