L3 UCCE Support Engineer

Neev Group Of Companies; Mumbai; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Neev Group Of Companies seeks an experienced L3 UCCE Support Engineer to maintain, manage, and troubleshoot enterprise UCCE environments and related applications in Mumbai. You will ensure high availability, system health, and operational excellence across contact center platforms.

The role requires hands-on UCCE architecture experience, incident resolution, patching, and coordination with vendors like Cisco and third-party TAC teams.

Qualifications

• 6 to 8 years of specialized experience in managing, supporting, and troubleshooting Cisco UCCE infrastructures and contact center ecosystems.
• Comprehensive knowledge of UCCE architecture, component maintenance, and advanced incident resolution.

Responsibilities

• Platform management of core UCCE components and outbound dialing platforms.
• Manage enterprise call recording devices and Calabrio.
• Provide expert-level L2/L3 support for UCCE components and integrations.
• Coordinate with Cisco, Acqueon, and TAC for issue resolution.
• Conduct quarterly system audits and structured quarterly system failover activities.
• Perform root-cause analysis for P1 and P2 incidents and share RCAs.
• Provide guidance and hands-on support for monthly patching and ensure releases compliance.
• Collaborate with user functions to gather requirements and maintain technical documentation.

Skills

UCCE architecture

L3 support

Incident resolution

Vendor coordination

Tools

Calabrio

Acqueon

List and Campaign Manager

Job description

We are seeking an experienced L3 UCCE Support Engineer to maintain, manage, and troubleshoot enterprise Unified Contact Center Enterprise (UCCE) environments and associated applications, ensuring high availability, continuous system health, and operational excellence.

Qualifications & Experience

• Experience: 6 to 8 years of specialized experience in managing, supporting, and troubleshooting Cisco UCCE infrastructures and contact center ecosystems.
• Technical Expertise: Comprehensive knowledge of UCCE architecture, component maintenance, and advanced incident resolution.

Key Responsibilities

• Platform Management: Maintain, manage, and optimize core UCCE components, as well as outbound dialing platforms such as List and Campaign Manager (Acqueon).
• Call Recording Operations: Manage enterprise call recording devices and solutions, including Calabrio.
• Support & Troubleshooting: Provide expert-level L2/L3 support for UCCE components, integrated systems, and customized contact center applications.
• Vendor & TAC Coordination: Act as the primary technical interface for coordination with Cisco, Acqueon, and other third-party TAC support teams.
• Audits & Failover Execution: Conduct quarterly system audits and execute structured quarterly system functional failover activities to ensure business continuity.
• Incident Management & RCA: Perform root-cause analysis for complex issues and prepare/share comprehensive RCAs for P1 and P2 incidents.
• Patching & Maintenance: Provide guidance and hands‑on support for monthly patching activities while ensuring device software versions comply with the latest approved releases.
• Requirement Gathering & Documentation: Collaborate with user functions to gather requirements, secure necessary approvals, maintain site inventories, and manage technical documentation in line with the contact center solution.