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Cisco UCCE Operations Engineer India, Karnataka, Bengaluru 265197782
17.12.2024
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What You’ll Do
- Analyze, configure, and fix Unified Communication and Contact Center products.
- Provide remote solve support to resolve CC related issues
- Effectively create and use lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
- Follow-through on all CC Incident tickets assigned to your bin and their resolution
- Engage PS and TAC for assistance and complex issues support
- Follow the defined communication procedures for incident updates
- Closely adhere to processes related to tickets update with relevant and correct notes
- Coordinate with customer as needed for Incident resolution.
- Respond to network management system alarms according to established processes
- Priority support for identified key customer functionalities and escalations
- Effectively work with multi-functional teams to resolve major customer issues.
- Drive for continuous learning, results orientation, and collaboration.
- Work on developing automations and scripts that allow you to work faster and more efficiently
- Help improves overall team quality by automating repetitive tasks and changes on the infrastructure
- In-Depth knowledge of Cisco Unified Contact Center Enterprise (UCCE), Cisco Voice Portal (CVP) and Cisco Unified Communications Manager (CUCM).
- Good understanding of Cisco UCCE Architecture, deployment models and components.
- Knowledge of Cisco Unified Communication technologies and products (CUCM, CUCM IM&P, CUC)
- Good Understanding of Cisco Unified Intelligent Center(CUIC), Live Data, and Virtual Voice Browser(VVB)
- Good Understanding of Cisco Dialer and Acqueon Campaign Management.
- Experience with routine system administration tasks such as OS and application patches, upgrades and backups of the voice environment
- Good Understanding and work experience in third party products like Oracle SBC, Nuance ASR/TTS and Verint/NICE recording Solution.
- Handling high priority tickets, change requests, troubleshooting faults and interfacing with external vendors.
- Good understanding of various APIs, SDKs and protocols used for automation: AXL, REST, SOAP
- Ability to fix UCCE/CVP solutions covering multiple products and features under and drive incidents towards resolution
- Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
- Must be able to interface effectively with all levels of the organization including 3rd party vendors
- Excellent written and verbal communication, interpersonal and presentation skills.
- Validated planning, prioritization, and organization skills
- ITIL Foundation level knowledge
- UCCE, CCNP Collaboration Certifications and CCNP DevNet Collaboration Automation certifications highly desired.
- Preference for Microsoft Active Directory, Microsoft SQL experience.
- Preference for prior scripting, python, and/or Linux experience.
- Data Center technologies including storage, virtualization (VMWare), and Cisco's Unified Computing System (UCS).
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