Mandatory skills*
Robust 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.
Positive communication skills for collaboration with cross-functional teams and customers.