UCCE

Capgemini Engineering; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Capgemini Engineering seeks an experienced UCCE Specialist to manage Cisco Contact Center and Unified Communications environments. The role covers administration, troubleshooting, and scripting for high availability and performance across UCCE, CUIC, CVP, ICM, CVR, Finesse, and related apps.

You will work with CUCM, Unity/IM&P, CUBE, Voice Gateways, and UCCX, performing incident management and 24x7 support.

Qualifications

• Experience in Cisco UCCE and integrated UC environments is required.
• Hands-on work with CUIC, ICM, CVP and CVR in enterprise setups.
• Proficient in scripting for UCCE call routing and routing policies.

Responsibilities

• Provide administration, support, and troubleshooting for Cisco Contact Center and UCCE environments.
• Manage and support UCCE infrastructure ensuring high availability and performance.
• Configure CUIC, CVP, ICM, CVR and related Contact Center applications.
• Develop and modify ICM/UCCE call routing scripts to meet business needs.
• Perform call flow changes, holiday routing updates, and configuration changes.
• Troubleshoot Finesse, CTIOS, AppSpace, and Peripheral Gateway issues.
• Analyze UCCE database schemas and run queries for troubleshooting and reporting.
• Support Cisco UC solutions including CUCM, Unity Connection, IM&P, UCCX, and Voice Gateways.
• Review logs, traces, and debug files; participate in ITIL-based incident/change management.
• Provide 24x7 production support and collaborate with vendors to restore service.

Skills

Cisco UCCE

CUIC

ICM

CVP

CVR

UCCE Script Editor

Call Routing Scripting

Cisco Finesse

CTIOS

AppSpace

Peripheral Gateway

Job description

About Us

Choosing Capgemini means joining a team that ensures seamless connectivity, operational excellence, and superior customer experience through proactive network monitoring and incident management. Be part of a collaborative environment where you can build your expertise in Telecom and ISP operations while supporting critical network and service platforms.

Job Description

UCCE

Experience-4+Years

Location-Mumbai,Pune,Guragon,Bangalore

About Us

Choosing Capgemini means joining a team that ensures seamless connectivity, operational excellence, and superior customer experience through proactive network monitoring and incident management. Be part of a collaborative environment where you can build your expertise in Telecom and ISP operations while supporting critical network and service platforms.

Key Responsibilities

• Provide administration, support, and troubleshooting for Cisco Contact Center and Unified Communications environments.
• Manage and support Cisco Unified Contact Center Enterprise (UCCE) infrastructure, ensuring high availability and optimal performance.
• Configure, maintain, and troubleshoot Cisco Unified Intelligence Center (CUIC), CVP, ICM, CVR, and Contact Center applications.
• Develop, modify, and maintain ICM/UCCE call routing scripts using Cisco Script Editor to support business and operational requirements.
• Perform call flow modifications, holiday routing changes, and Contact Center configuration updates.
• Troubleshoot agent desktop-related issues across Finesse, CTIOS, AppSpace, and Peripheral Gateway (PG) environments.
• Analyze and troubleshoot issues related to UCCE, CVP, CUIC, Agent Desktops, and voice infrastructure.
• Execute database queries and analyze UCCE database schema for troubleshooting and reporting purposes.
• Support Cisco Unified Communications solutions including CUCM, Unity Connection, Cisco IM & Presence, Voice Gateways, CUBE, and UCCX.
• Perform packet capture analysis and review logs, traces, and debug files to identify and resolve complex issues.
• Participate in incident, problem, and change management activities following ITIL processes.
• Provide 24x7 production support and handle critical service-impacting incidents.
• Collaborate with cross-functional teams, vendors, and stakeholders to ensure timely issue resolution and service restoration.
• Create technical documentation, knowledge articles, and Root Cause Analysis (RCA) reports.

Mandatory Skills

Contact Center Technologies

• Cisco Unified Contact Center Enterprise (UCCE)
• Cisco Unified Intelligence Center (CUIC)
• Cisco ICM
• Cisco CVP
• Cisco CVR
• UCCE Script Editor and Call Routing Scripting
• Cisco Finesse
• CTIOS
• AppSpace
• Peripheral Gateway (PG)

Unified Communications & Voice Technologies

• Cisco Unified Communications Manager (CUCM)
• Cisco Unity Connection
• Cisco IM & Presence
• Cisco UCCX
• Cisco Voice Gateways
• Cisco CUBE
• Cisco IPT Solutions

What you'll love about working here

We offer a range of career paths and internal opportunities within Capgemini group.At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.

Job Description - Grade Specific

Focus on Industrial Operations Engineering. Fully competent in own area. Acts as a key contributor in a more complexor critical environment. Proactively acts to understand and anticipates client needs. Manages costs and profitability for a work area. Manages own agenda to meet agreed targets. Develop plans for projects in own area. Looks beyond the immediate problem to the wider implications. Acts as a facilitator, coach and moves teams forward.