Dina Fadel

Connect Professional Services 

Job Summary: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.&nbsp;&nbsp;Key Responsibilities:<ul><li>Operate, monitor, and support Cisco Unified Contact Center Enterprise (UCCE) platform and Quality Management Solutions, including:<ul><li>ICM, CVP, CUCM, Finesse, PGs, AW/HDS, Rogger, Recording, QM, WFM, KM</li></ul></li><li>Manage day-to-day operations, incident response, and root cause analysis for the contact center environment.</li><li>Collaborate with cross-functional teams including network, infrastructure, application, and security to resolve complex technical issues and ensure platform stability.</li><li>Act as Technical Advisor and coordinate with other departments to facilitate the requirements and prerequsites.</li><li>Maintain system performance tuning, capacity planning, and upgrade planning.</li><li>Lead patching, maintenance windows, and disaster recovery testing.</li><li>Work closely with internal teams to support new feature rollouts, technology upgrades, and migrations.</li><li>Develop and maintain operational documentation, SOPs, runbooks, and topology diagrams.</li><li>Support compliance efforts, implementing controls to align with security policies and standards.</li><li>Participate in on-call rotation and provide escalation support.</li><li>Monitor and enhance system observability, including logging, alerting, and analytics tools.</li><li>Work with vendors and Cisco TAC to resolve complex issues and track product defects or enhancements.</li></ul>&nbsp;Qualifications:<ul><li>3+ years’ experience in Cisco UCCE environment support and operations.</li><li>Strong knowledge of:<ul><li>Cisco Unified Communications Manager (CUCM)</li><li>Cisco Voice Gateways, SIP routing, and Voice Translation Profiles</li><li>CVP Call Studio, VXML, and Prompt Management</li><li>Finesse and third-party CRM integrations</li></ul></li><li>Familiarity with Cisco Webex Contact Center is a plus.</li><li>Basic understanding of enterprise networking: LAN/WAN, firewalls, QoS, SIP, DNS, Load Balancers.</li><li>Experience working with Windows Servers, VMware, and infrastructure basics</li><li>Security-focused mindset with exposure to identity access control, encryption, and compliance frameworks (e.g., PCI DSS, ISO 27001).</li><li>Strong scripting and automation skills (Call Studio, ICM Scripting, or equivalent) a plus.</li><li>Excellent communication and documentation skills.</li><li>Proven ability to interface with stakeholders across IT disciplines.</li><li>Strong analytical and problem-solving capabilities.</li><li>Comfortable working in fast-paced, mission-critical environments.</li><li>Ability to lead technical bridges and coordinate with vendors during major incidents.</li></ul>Cisco CCNP Collaboration / CCIE Collaboration<ul><li>Cisco UCCE Specialist certifications</li><li>ITIL v4 Foundation</li></ul>

CISCO CCE Senior Operation Engineer

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