Cisco Unified Customer Voice Portal

Cisco UCCE & CVP Developer (L3 Engineer)

Job Summary

We are seeking an experienced Cisco UCCE & CVP Developer (L3 Engineer) to design develop enhance and support enterprise Contact Center solutions built on the Cisco Contact Center platform. The ideal candidate will have strong expertise in Cisco Unified Contact Center Enterprise (UCCE) Cisco Voice Portal (CVP) VXML Call Studio Java integration and Contact Center support operations.

This role requires a combination of application development and production support responsibilities including IVR development troubleshooting critical incidents on-call support and implementation of new contact center features.

Key Responsibilities

• Minimum 6-10 years of overall Cisco UCCE experience.
• Minimum 3-4 years of hands-on Cisco CVP IVR development experience.
• Strong expertise in DTMF IVR application design and development.
• Experience integrating IVR applications with Java-based backend systems.
• Proven experience with Cisco UCCE product suite versions 11.x and/or 12.x.
• Experience developing and supporting mission-critical Contact Center applications.
• Strong understanding of contact center architecture and call routing concepts.
• Experience working in Agile and ITIL-based environments.

Areas of responsibility

Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets performing advanced troubleshooting and root cause analysis to ensure timely closure.

SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.

Performance tuning and optimization-Analyse system performance data coordinate findings on system behaviour and support capacity planning initiatives to enhance overall system efficiency.

Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.

Handling disaster recovery-Perform security assessments and recovery drills and implement necessary controls to ensure compliance with established security standards.

Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings provide updates on performance and issues and support stakeholder communication to ensure transparency and service alignment.

Team Management-Collaborate with team members to resolve open tickets and service requests.

Knowledge base and continuous learning Contribute to updating SOPs knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.