Position Overview

(NOTE: Only Immediate Joiners to 15 Days Notice Period Candidates will be prioritize)

- Job Title: Cisco UCCE L2 Engineer –
- Contact Center &
- Collaboration
- Experience Range: 4–7 Years
- Employment Type: Full time
- Domain: Cisco Collaboration / Enterprise Contact Center
- Location: Mumbai

Job Summary We are seeking a skilled and proactive Cisco UCCE L2 Engineer with hands-on expertise in Cisco Unified Contact Center Enterprise (UCCE) and broader enterprise collaboration ecosystems. In this role, you will be responsible for the day-to-day operations, maintenance, incident management, and complex troubleshooting of mission-critical voice, contact center, and video platforms. Acting as a crucial escalation point for L1 teams, you will ensure high availability and optimal performance of our customer-facing communication infrastructure while collaborating closely with L3 engineering and vendor support teams.

Key Responsibilities

- UCCE &
- Contact Center Operations (L2 Support)
- Deploy, configure, and maintain core Cisco UCCE components including ICM, CVP, CUIC, Finesse, CCMP, VVB, and CUSP.
- Perform advanced L2 troubleshooting for contact center infrastructure, complex call routing logic, and routing script execution errors.
- Manage and troubleshoot Cisco Customer Voice Portal (CVP) call flows and integrated Interactive Voice Response (IVR) applications.
- Conduct regular system health checks, performance monitoring, and proactive maintenance of contact center platforms.
- Assist in platform upgrades, software patching, and system migrations under the direction of senior engineering teams.
- Partner with L3 engineering and OEM (Cisco TAC) to drive root cause analysis (RCA) for critical incidents.




- Unified Communications (UC) Support
- Administer and troubleshoot enterprise Cisco Unified Communications ecosystems, including CUCM, IM &
- Presence (IMP), Cisco Unity Connection (CUC), and Cisco Emergency Responder (CER).
- Troubleshoot call setup, teardown, and media path issues across signaling and voice protocols: SIP, H.323, MGCP, SCCP, QSIG, CAS, ISDN PRI, FXO, FXS, and POTS.
- Resolve endpoint registration failures, routing anomalies, dial plan misconfigurations, and gateway trunk drops.
- Video &
- Web Collaboration Support
- Support Cisco video and conferencing infrastructure, including Cisco Expressway/VCS, Cisco Meeting Server (CMS), Telepresence endpoints, and TMS.
- Troubleshoot Mobile and Remote Access (MRA) and Business-to-Business (B2B) video calling challenges.
- Administer Cisco Webex solutions (Webex Meetings, Cloud, Video Mesh, and Edge Audio) and manage video application deployments.
- Infrastructure &
- Networking Support
- Maintain operational awareness of underlying enterprise hardware and virtualization layers, including UCS Servers and VMware vSphere.
- Troubleshoot core networking dependencies essential for voice/video operation, including DNS, DHCP, TFTP, NTP, and LDAP.
- Apply and verify Quality of Service (QoS) policies for real-time voice and video traffic across local and wide-area networks.
- Service Operations &




- Stakeholder Management
- Manage ITIL-compliant workflows for Incidents, Service Requests, and Changes within enterprise ticketing frameworks (e.g., ServiceNow).
- Coordinate effectively with clients, internal cross-functional groups, and external vendors to expedite issue resolution.
- Build and maintain accurate technical documentation, standard operating procedures (SOPs), and knowledge base articles.

Must-Have Skills Required Qualifications &

Competencies

- 4–7 years of dedicated professional experience supporting Cisco Contact Center and Collaboration environments in an L2 capacity.
- Proven, hands-on administrative and troubleshooting experience with Cisco UCCE architecture and components.
- Deep operational knowledge of CUCM, CVP, CUIC, and Finesse.
- Strong working knowledge of VoIP protocols, call flows, and gateway troubleshooting methodologies.
- Excellent verbal and written communication skills with a customer-centric support approach.

Good-to-Have Skills

- High-level architectural understanding of UCCE deployment models and high-availability setups.
- Hands-on exposure to Cisco enterprise video solutions and Webex cloud architectures.
- Foundational network switching, routing, and packet capture analysis skills (Wireshark).
- Basic exposure to automation or scripting languages (Python / Java).

Education &

- Certifications

- Degree: Bachelor’s or Master’s Degree in Computer Science, Information Technology, Electronics &
- Communication, or a related field.
- Certifications:
- Preferred: CCNA / CCNP Collaboration
- Optional / Advantage: CCIE Collaboration
Skills: cisco,collaboration,infrastructure,ucce,troubleshooting

📌 Cisco UCCEEngineer – Contact Center & Collaboration (Mumbai)
🏢 Neev
📍 Mumbai