Senior - System Engineer

Darwinbox Digital Solutions Pvt. Ltd.; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Darwinbox Digital Solutions Pvt. Ltd. invites applications for the UCCE Senior Engineer (Contact Center) to assist in the administration, direct support, and implementation of Cisco UCCE and related third‑party applications.

The role focuses on analyzing, maintaining, supporting, and implementing the UCCE environment, collaborating with stakeholders to improve efficiency, capabilities, and stability.

Qualifications

• 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 deployment and support standards and best practices.
• Owns a portion of the resolution process for customer issues/incidents.

Responsibilities

• 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.
• Works with business partners/vendors to ensure integrity of the UCCE environment.
• Maintains sizing and scaling documentation for the UCCE environment.
• Performs research on contact center applications and tools.

Job description

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

• Analyzes and maintains the current UCCE environment and applications.
• Administersthe UCCE platform.
• Developsand modifies complex UCCE call flows/scripts.
• Developstechnical documentation for support of UCCE environment.
• Adheresto company documented application deployment and support standards and bestpractices.
• Ownsa portion the resolution process for customer issues/incidents.
• Maintainssizing and scaling documentation for the UCCE environment.
• Developsand modifies UCCE/third-party application reports.
• Implements applications to support internal operations/support/auditing/provisioning processes.

Major Responsibilities:

35%

25%

20%

20%

Analyzes and maintains the current UCCE environment andapplications. Administers the UCCEplatform. Develops and modifiesUCCE/third-party application reports.Develops and modifies complex UCCE call flows/scripts.

Responsible for working with business partners/vendors toensure the integrity of the entire UCCE environment through productunderstanding, development, infrastructure management, performance, andstability.

Responsible for detailed documentation of UCCEenvironment.

Performs research on contact center applications,technologies, methodologies, and tools.