UCCE

Capgemini; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Capgemini is seeking an experienced UCCE administration professional in India to manage and optimize Cisco Unified Communications and Contact Center solutions across multiple locations including Mumbai, Pune, Gurgaon, and Bangalore.

You will handle configuration, troubleshooting, scripting, and incident management in a fast-paced telecom ops environment with ITIL-aligned processes. Capgemini offers exposure to cutting-edge UC technologies and cross-functional collaboration.

Qualifications

• 4+ years of hands-on experience with Cisco UCCE/UC environments.
• Strong scripting and call routing experience with ICM, CVP and CUIC.
• Experience with Finesse, CTIOS, AppSpace and Peripheral Gateway environments.

Responsibilities

• Administrate and troubleshoot Cisco UCCE and related UC environments.
• Maintain CUIC, CVP, ICM, and CVR configurations.
• Develop ICM/UCCE call routing scripts.
• Implement call routing changes and holiday routing updates.
• Troubleshoot agent desktops (Finesse, CTIOS, AppSpace).
• Analyze UCCE/VOIP issues and run database queries.
• Provide 24x7 production support for critical incidents.
• Create technical docs and RCA reports.

Skills

Cisco UCCE

CUIC

ICM

CVP

CVR

UCCE Script Editor

Call Routing Scripting

Finesse

CTIOS

AppSpace

PG (Peripheral Gateway)

Tools

CUCM

Unity Connection

Cisco IM & Presence

Cisco UCCX

Cisco Voice Gateways

CUBE

Job description

Job Description:

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 youll love about working hereWe 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.

Requirements: