Job Description

UCCE

Experience-4+Years

Location-Mumbai,Pune,Guragon,Bangalore

About Us

Choosing Capgemini means joining a team that ensures seamless connectivity, operational excellence, and superior customer experience through proactive network monitoring and incident management. Be part of a collaborative environment where you can build your expertise in Telecom and ISP operations while supporting critical network and service platforms.

Key Responsibilities

- Provide administration, support, and troubleshooting for Cisco Contact Center and Unified Communications environments.
- Manage and support Cisco Unified Contact Center Enterprise (UCCE) infrastructure, ensuring high availability and optimal performance.
- Configure, maintain, and troubleshoot Cisco Unified Intelligence Center (CUIC), CVP, ICM, CVR, and Contact Center applications.
- Develop, modify, and maintain ICM/UCCE call routing scripts using Cisco Script Editor to support business and operational requirements.
- Perform call flow modifications, holiday routing changes, and Contact Center configuration updates.
- Troubleshoot agent desktop-related issues across Finesse, CTIOS, AppSpace, and Peripheral Gateway (PG) environments.
- Analyze and troubleshoot issues related to UCCE, CVP, CUIC, Agent Desktops, and voice infrastructure.
- Execute database queries and analyze UCCE database schema for troubleshooting and reporting purposes.
- Support Cisco Unified Communications solutions including CUCM, Unity Connection, Cisco IM & Presence, Voice Gateways, CUBE, and UCCX.
- Perform packet capture analysis and review logs, traces, and debug files to identify and resolve complex issues.
- Participate in incident,



problem, and change management activities following ITIL processes.
- Provide 24x7 production support and handle critical service-impacting incidents.
- Collaborate with cross-functional teams, vendors, and stakeholders to ensure timely issue resolution and service restoration.
- Create technical documentation, knowledge articles, and Root Cause Analysis (RCA) reports.

Mandatory Skills

Contact Center Technologies

- Cisco Unified Contact Center Enterprise (UCCE)
- Cisco Unified Intelligence Center (CUIC)
- Cisco ICM
- Cisco CVP
- Cisco CVR
- UCCE Script Editor and Call Routing Scripting
- Cisco Finesse
- CTIOS
- AppSpace
- Peripheral Gateway (PG)

Unified Communications & Voice Technologies

- Cisco Unified Communications Manager (CUCM)
- Cisco Unity Connection
- Cisco IM & Presence
- Cisco UCCX
- Cisco Voice Gateways
- Cisco CUBE
- Cisco IPT Solutions

What you'll love about working hereWe offer a range of career paths and internal opportunities within Capgemini group.At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.

Job Description - Grade Specific

Focus on Industrial Operations Engineering. Fully competent in own area. Acts as a key contributor in a more complexor critical setting. Proactively acts to understand and anticipates client needs. Manages costs and profitability for a work area. Manages own agenda to meet agreed targets. Develop plans for projects in own area. Looks beyond the immediate problem to the wider implications. Acts as a facilitator, coach and moves teams forward.

📌 UCCE (India)
🏢 Capgemini Sogeti
📍 India