Role & responsibilities

Mandatory:

Preferable/Optional:
Cisco CCNA Collaboration / Voice
Cisco CCT Collaboration
Cisco UCCE or UCCX specialist certifications
ITIL Foundation (a plus)

Certifications can be add on

Job Roles and Responsibilities:
Provide Level 2 support for Cisco IPT, UCCE, and UCCX platforms across enterprise environments.
Troubleshoot and resolve incidents related to voice quality, call routing, agent login issues, and CTI integrations.
Perform configuration changes for users, hunt groups, call flows, dial plans, and IVRs.
Assist with the deployment and patching of Cisco voice and contact center components (CUCM, CUBE, CVP, PG, ICM, Finesse).
Work on agent profile setup, skill group configuration, and UCCE scripting (ICM scripts).
Collaborate with Level 1 and Level 3 teams for escalations and root cause analysis.
Document issues, actions taken, and resolutions in the ticketing system (e.g., ServiceNow).




Monitor system health and performance of voice infrastructure and contact center applications.
Participate in scheduled maintenance, upgrades, and DR testing.
Generate reports and logs for usage, incidents, and performance as needed.

Required Skills and Qualifications:
35 years of experience in Cisco IPT and Contact Center technologies.
Robust knowledge of:
Cisco CUCM (Call Manager)
Cisco UCCE (ICM, CVP, PG, Finesse)
Cisco UCCX (Scripting, Call Flow Design)
Hands-on experience with SIP, H.323, MGCP, and RTP protocols.
Understanding of CTI integrations, agent workflows, and call treatment.
Basic troubleshooting of voice gateways (CUBE/ISR).
Familiarity with call recording and quality monitoring tools (e.g., NICE, Verint) is a plus.
Experience working in ITIL-based support settings.
Excellent communication and documentation skills.

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