: 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

- Core Management: Maintain and manage all core Cisco UCCE components, ensuring high availability and optimal performance.

- Outbound Campaign Management: Oversee, configure, and maintain the List & Campaign Manager systems.

- Third-Party Integration: Administer and manage specialized call recording and contact center software, specifically Calabrio and Acqueon.

- Lifecycle Management: Handle software version maintenance, upgrades, and updates in line with the latest vendor releases for all supported devices and platforms.

- Patching: Provide technical guidance and senior-level support during monthly system patching activities.

2. L2/L3 Support & Incident Management
- Advanced Troubleshooting: Provide robust L2/L3 technical support for complex UCCE infrastructure issues and integrated customized applications.

- Root Cause Analysis: Perform deep-dive analysis on system issues and deliver long-term, effective technical solutions.

- 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
- Failover Testing: Lead and execute quarterly system functional failover activities to ensure disaster recovery readiness.

- System Audits: Conduct comprehensive quarterly system audits to monitor health, security, and performance metrics.

- Vendor Coordination: Act as the primary technical point of contact to coordinate and collaborate with Cisco, Acqueon, and other vendor Technical Assistance Centers (TAC) for complex bug fixes.

4. Requirement Gathering & Documentation
- Stakeholder Engagement: Coordinate across various internal business user functions to gather technical requirements and offer operational support.

- Documentation Management: Author and update technical documentation aligned with the implemented Contact Center solution architectures.

- Compliance & Inventory: Formally document user requirements, obtain necessary change management approvals, and maintain an accurate site inventory along with supporting system documentation.

Required Skills & Qualifications
- Experience: 6–8 years of dedicated experience in supporting and maintaining Cisco UCCE environments.

- Technical Expertise: Strong engineering knowledge of Cisco UCCE architecture, Intelligent Contact Management (ICM), and Cisco Finesse.

- Third-Party Tools: Hands-on support experience with Calabrio (Recording) and Acqueon (Campaign/List Management) is highly preferred.

- Process Oriented: Proven experience handling high-priority (P1/P2) incidents, drafting RCAs, and working within ITIL frameworks.

- Soft Skills: Excellent analytical problem-solving abilities, solid stakeholder management, and clear technical communication skills.

📌 Cisco UCCE Support Engineer (Mumbai)
🏢 Neev
📍 Mumbai