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.

 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