Job Description: Senior Cisco UCCE Support Engineer (L3)Job Overview
We are seeking an experienced and highly skilled L3 Cisco UCCE Support Engineer with 6 to 8 years of hands-on experience in contact center environments. In this role, you will be responsible for the end-to-end maintenance, management, and troubleshooting of Cisco Unified Contact Center Enterprise (UCCE) components and third-party integrations. You will act as the highest level of internal technical escalation, ensuring high availability, system performance, and seamless business operations.
Key Responsibilities1. System Maintenance & Management
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Core Management: Maintain and manage all core Cisco UCCE components, ensuring high availability and optimal performance.
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Outbound Campaign Management: Oversee, configure, and maintain the List & Campaign Manager systems.
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Third-Party Integration: Administer and manage specialized call recording and contact center software, specifically Calabrio and Acqueon.
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Lifecycle Management: Handle software version maintenance, upgrades,
and updates in line with the latest vendor releases for all supported devices and platforms.
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Patching: Provide technical guidance and senior-level support during monthly system patching activities.
2. L2/L3 Support & Incident Management
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Advanced Troubleshooting: Provide robust L2/L3 technical support for complex UCCE infrastructure issues and integrated customized applications.
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Root Cause Analysis: Perform deep-dive analysis on system issues and deliver long-term, effective technical solutions.
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Incident Response: Own the investigation of critical issues, and prepare and share formal Root Cause Analysis (RCA) reports for all P1 and P2 incidents.
3. Business Continuity & Compliance
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Failover Testing: Lead and execute quarterly system functional failover activities to ensure disaster recovery readiness.
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System Audits: Conduct comprehensive quarterly system audits to monitor health, security, and performance m
📌 Cisco UCCE Support Engineer (Mumbai)
🏢 Neev
📍 Mumbai
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