CISCO CCE Senior Operation Engineer - Connect Professional Services
صاحب العمل نشط
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكتروني
شارك هذه الوظيفة
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكتروني
الوصف الوظيفي
We are seeking an experienced Senior Engineer specializing in Cisco Contact Center Enterprise (CCE) operations to lead the support maintenance and optimization of a large-scale mission-critical contact center environment. The ideal candidate will have deep expertise in Cisco CCE technologies with proven experience collaborating across multiple domains including networking infrastructure and cybersecurity to ensure a highly available secure and resilient customer experience platform.
Key Responsibilities:
- Operate monitor and support Cisco Unified Contact Center Enterprise (UCCE) platform and Quality Management Solutions including:
- ICM CVP CUCM Finesse PGs AW/HDS Rogger Recording QM WFM KM
- Manage day-to-day operations incident response and root cause analysis for the contact center environment.
- Collaborate with cross-functional teams including network infrastructure application and security to resolve complex technical issues and ensure platform stability.
- Act as Technical Advisor and coordinate with other departments to facilitate the requirements and prerequsites.
- Maintain system performance tuning capacity planning and upgrade planning.
- Lead patching maintenance windows and disaster recovery testing.
- Work closely with internal teams to support new feature rollouts technology upgrades and migrations.
- Develop and maintain operational documentation SOPs runbooks and topology diagrams.
- Support compliance efforts implementing controls to align with security policies and standards.
- Participate in on-call rotation and provide escalation support.
- Monitor and enhance system observability including logging alerting and analytics tools.
- Work with vendors and Cisco TAC to resolve complex issues and track product defects or enhancements.
Qualifications:
- 3 years experience in Cisco UCCE environment support and operations.
- Strong knowledge of:
- Cisco Unified Communications Manager (CUCM)
- Cisco Voice Gateways SIP routing and Voice Translation Profiles
- CVP Call Studio VXML and Prompt Management
- Finesse and third-party CRM integrations
- Familiarity with Cisco Webex Contact Center is a plus.
- Basic understanding of enterprise networking: LAN/WAN firewalls QoS SIP DNS Load Balancers.
- Experience working with Windows Servers VMware and infrastructure basics
- Security-focused mindset with exposure to identity access control encryption and compliance frameworks (e.g. PCI DSS ISO 27001).
- Strong scripting and automation skills (Call Studio ICM Scripting or equivalent) a plus.
- Excellent communication and documentation skills.
- Proven ability to interface with stakeholders across IT disciplines.
- Strong analytical and problem-solving capabilities.
- Comfortable working in fast-paced mission-critical environments.
- Ability to lead technical bridges and coordinate with vendors during major incidents.
Cisco CCNP Collaboration / CCIE Collaboration
- Cisco UCCE Specialist certifications
- ITIL v4 Foundation
نوع التوظيف
دوام كامل
