Description

Manage the full technology lifecycle for Unified Cisco Contact Center Enterprise (UCCE) solutions for enterprise and service provider customers.

Responsibilities

• Design, integrate, and maintain technical infrastructure and services within UCCE solutions.
• Plan platform infrastructure and software upgrades aligned with lifecycle management goals.
• Troubleshoot, maintain, and upgrade complex hardware and software systems.
• Act as an escalation point for production support incidents and system upgrades.
• Identify design requirements for capacity, technical prevalence, and future direction.

Required Skills

• 5+ years of experience in systems engineering or related roles.
• Expertise in Cisco Unified Contact Center Enterprise (UCCE), Cisco Customer Voice Portal (CVP), Cisco IP/IVR, Cisco CTIOS, Cisco Finesse, and CUIC.
• Hands-on experience with Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco Presence, and Expressway MRA solutions.
• Practical experience with VXML gateways, VVBs, and SIP proxy.
• Proficiency in OS and application patching, upgrades, and backups within voice environments.
• Experience with Change Management, Release Management, Security Patch Management, Capacity Management, and Process Improvement.
• Working knowledge of third-party products such as Appspace, eGain, Avaloque, Calabrio, or Acqueon.
• Familiarity with the ITIL framework, specifically Availability, Release, and Change Management.

Preferred Skills

• Experience with RedSky solutions.

Key Skills

Education

Any Graduate