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

1. 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.

2. 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,

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