Mandatory skills*
- Strong knowledge of Cisco Unified Contact Center Enterprise architecture and components.
- Experience with multi-site and multi-cluster UCCE deployments.
- Proficiency in troubleshooting call flows, routing scripts, and CTI integrations.
- Familiarity with Cisco Unified Communications Manager and Cisco Finesse.
- Understanding of contact center protocols and technologies (SIP, VXML, JTAPI).
- Experience with diagnostic and monitoring tools such as Wireshark, CVP Call Flow Tool, and Log Analysis.
- Ability to work in a fast-paced workplace and handle escalated technical issues.
- Good communication skills for collaboration with cross-functional teams and customers.