General Position Information

Reports Directly To (Title)

Contact Center Manager

Matrix Reports To (Title)

As applicable based on functional alignment

Direct Reports

No

Position Summary The UCCE Sr. Engineer (Contact Center) will assist in the administration, direct support, and implementation of applications and solutions for the Cisco UCCE contact center environment. This individual is responsible for working with stakeholders to analyze, maintain, support, and implement UCCE (and associated third-party) applications to improve the efficiency, capabilities, and stability of the UCCE environment.

- Analyzes and maintains the current UCCE environment and applications.
- Administers the UCCE platform.
- Develops and modifies complex UCCE call flows/scripts.
- Develops technical documentation for support of UCCE environment.
- Adheres to company documented application deployment and support standards and best practices.
- Owns a portion the resolution process for customer issues/incidents.
- Maintains sizing and scaling documentation for the UCCE environment.
- Develops and modifies UCCE/third-party application reports.
- Implements applications to support internal operations/support/auditing/provisioning processes.

Responsibilities

- Analyzes and maintains the current UCCE environment and applications. Administers the UCCE platform. Develops and modifies UCCE/third-party application reports. Develops and modifies complex UCCE call flows/scripts.
- Responsible for working with business partners/vendors to ensure the integrity of the entire UCCE environment through product understanding, development, infrastructure management, performance, and stability.
- Responsible for detailed documentation of UCCE environment.
- Performs research on contact center applications, technologies, methodologies, and tools.

Education & Experience

- Bachelor's degree
- 5-7 years

Must Have Skills





- Strong hands-on experience administering and supporting Cisco UCCE environments, including platform configuration, maintenance, troubleshooting, and performance optimization.
- Expertise in ICM scripting, call flow design, routing strategies, CVP, Finesse, and CUIC reporting within enterprise contact center environments.
- Experience analyzing, implementing, and supporting complex contact center applications and integrations with third-party solutions.
- Strong understanding of Cisco Contact Center architecture, high availability, scalability, capacity planning, and operational support best practices.
- Proven experience troubleshooting production issues, performing root cause analysis, and driving resolution across multiple technology teams and vendors.
- Strong technical documentation, change management, and solution-design skills with the ability to maintain detailed operational and support artifacts.
- Experience working with business stakeholders to gather requirements, translate business needs into technical solutions, and support continuous service improvements.
- Strong verbal and written communication skills with the ability to collaborate effectively across technical, operational, and business teams.
- Ability to work independently in a fast-paced production setting while managing multiple priorities and meeting service-level expectations.
- Experience supporting mission-critical contact center platforms with a focus on reliability, customer experience, and operational excellence.





Nice To Have Skills

- Experience with Cisco Contact Center technologies including CVP, Finesse, CUIC, and third-party contact center integrations.
- Familiarity with contact center reporting, workforce optimization, call routing strategies, and customer experience technologies.
- Knowledge of ITIL processes including Incident, Problem, Change, and Release Management.
- Experience supporting cloud-based contact center platforms, unified communications solutions, or hybrid telephony environments.
- Cisco certifications such as CCNA, UCCE Design, UCCE Implementation, UCCE Support, or related Collaboration certifications.

Licenses, Certifications & Training

- CCNA: Desired (but not required)
- UCCE Design Certification/Exam: Desired (but not required)
- UCCE Implementation Certification/Exam: Desired (but not required)
- UCCE Support Certification

Knowledge, Skills, Abilities, Behaviors

- Solid analytical, troubleshooting, and problem-solving skills with the ability to diagnose and resolve complex contact center, telephony, and application integration issues.
- Excellent communication and collaboration skills with the ability to work effectively with business stakeholders, vendors, infrastructure teams, and technical support organizations.
- Demonstrated ability to manage multiple priorities, perform effectively under pressure, and support critical production environments with a strong sense of urgency and accountability.
- Strong attention to detail, documentation, and process discipline with a commitment to operational excellence, service reliability, and continuous improvement.
- Self-motivated and customer-focused professional with the ability to work independently, learn new technologies quickly, and contribute positively to a collaborative team environment.

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