Description

Manage and support Cisco Webex CCE and Contact Center solutions, including call flows, integrations, and L3 escalations.

This role is hybrid.

Responsibilities

• Manage Webex CCE and UCCE components, call flows, and integrations.
• Execute IVR call flow management and ICM scripting.
• Handle L3 level escalations for Cisco Webex CCE and Contact Center solutions.
• Administer the Cisco Webex CCE Management Portal and associated management tools.
• Monitor and mentor L1/L2 teams.

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.

Key Skills

Education

Any Graduate