Senior - Systems Engineer

HCA Healthcare - India; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

HCA Healthcare - India seeks a UCCE Senior Engineer (Contact Center) to assist in administration, support, and implementation of UCCE and related third-party applications. You will work with stakeholders to analyze, maintain, and improve the efficiency, capabilities, and stability of the UCCE environment.

Key duties include analyzing and maintaining current UCCE setups, administering the platform, developing complex call flows, and producing technical documentation.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5-7 years of experience in UCCE or contact center environments.
• Proficiency in analyzing and maintaining UCCE applications and environments.

Responsibilities

• Analyze and maintain the UCCE environment and applications.
• Administer the UCCE platform.
• Develop and modify UCCE call flows/scripts.
• Develop technical documentation for UCCE support.
• Adhere to deployment and support standards and best practices.
• Own portions of the resolution process for customer issues/incidents.
• Maintain sizing and scaling documentation for UCCE environment.
• Develop and modify UCCE/third-party reports.
• Implement applications to support internal processes.

Skills

UCCE administration

Call flows scripting

Technical documentation

Issue resolution ownership

Environment monitoring

Reporting

Stakeholder collaboration

Auditing/provisioning support

Education

Bachelor's degree

5-7 years experience

Tools

CCNA

UCCE Certifications

UCCE Design Certification

UCCE Implementation Certification

Job description

Reports Directly To (Title)
Director or Senior Director, Business Operations

General Position Information
Reports Directly To (Title)
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
• 5-7 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.