Senior - Systems Engineer (Cisco Unified Contact Center Enterprise)

Darwinbox Digital Solutions Pvt. Ltd.; Hyderabad; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

Darwinbox Digital Solutions Pvt. Ltd. seeks a Senior UCCE Engineer (Contact Center) to analyze, maintain, and implement Cisco UCCE and related applications. You will work with stakeholders to improve efficiency, stability, and capabilities of the UCCE environment.

The role involves administering the UCCE platform, developing complex call flows, creating technical docs, and ensuring deployment standards are followed. Strong analytical skills and collaboration with partners are required.

Qualifications

• Bachelor's degree preferred or equivalent combination of education and experience.
• 5-7 years of experience in UCCE or related contact center environments.
• CCNA: Desired (but not required)
• UCCE Design/Implementation certification: Desired (not required)

Responsibilities

• 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 UCCE support.
• Implements applications to support internal operations and auditing.

Skills

UCCE

Call flows

Documentation

Third-party apps

Education

Bachelor's degree

Tools

Cisco UCCE

UCCE Reports

Job description

5 - 7 Years

Full Time Employment

Job Description

Job Information:

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.

Major 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:

• Bachelor's degree Preferred Or equivalent combination of education and/or experience

Experience:

• 5-7 years

Required Knowledge, 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