CISCO CCE Senior Operation Engineer - Connect Professional Services

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