Description
You will manage and support Cisco Webex CCE and Contact Center solutions.
Responsibilities
- Manage Webex CCE and UCCE components, solutions, call flows, and integrations.
- Execute IVR call flow management and ICM scripting.
- Handle L3 level escalations for Cisco Webex CCE and Contact Center solutions.
- Monitor and mentor L1/L2 teams.
- Administer the Cisco Webex CCE Management Portal and associated management tools.
Required Skills
- 5+ years of experience in Cisco Contact Center environments.
- Expert knowledge of Webex CCE and UCCE components and call flows.
- Proficiency in ICM Scripting and IVR call flow management.
- Strong experience with Cisco Voice Gateways, CUBEs, and SBCs.
- Deep understanding of VOIP protocols including SIP, H.323, and MGCP.
- Hands-on experience with Cisco Unified Call Manager, Cisco Unity, and Cisco IM&P.
- Working knowledge of Cisco Expressway, Cisco IPT, and Cisco routing and switching.
- Understanding of IaaS platforms and services.
- Bachelor's degree or equivalent graduate qualification.