Job Description

Mandatory:

Cisco CCNA Collaboration / Voice

- Cisco CCT Collaboration
- Cisco UCCE or UCCX specialist certifications
- ITIL Foundation (a plus)

Job Roles and Responsibilities:

Provide Level 2 support for Cisco IPT, UCCE, and UCCX platforms across enterprise environments.

- Troubleshoot and resolve incidents related to voice quality, call routing, agent login issues, and CTI integrations.
- Perform configuration changes for users, hunt groups, call flows, dial plans, and IVRs.
- Assist with the deployment and patching of Cisco voice and contact center components (CUCM, CUBE, CVP, PG, ICM, Finesse).
- Work on agent profile setup, skill group configuration, and UCCE scripting (ICM scripts).
- Collaborate with Level 1 and Level 3 teams for escalations and root cause analysis.
- Document issues, actions taken, and resolutions in the ticketing system (e.g., ServiceNow).
- Monitor system health and performance of voice infrastructure and contact center applications.




- Participate in scheduled maintenance, upgrades, and DR testing.
- Generate reports and logs for usage, incidents, and performance as needed.

Required Skills and Qualifications:

3-6 years of experience in Cisco IPT and Contact Center technologies.

- Solid knowledge of:
- Cisco CUCM (Call Manager)
- Cisco UCCE (ICM, CVP, PG, Finesse)
- Cisco UCCX (Scripting, Call Flow Design)
- Hands-on experience with SIP, H.323, MGCP, and RTP protocols.
- Understanding of CTI integrations, agent workflows, and call treatment.
- Basic troubleshooting of voice gateways (CUBE/ISR).
- Familiarity with call recording and quality monitoring tools (e.g., NICE, Verint) is a plus.
- Experience working in ITIL-based support environments.
- Excellent communication and documentation skills.

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