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

- Analyzes and administers/maintains the current UCCE environment and associated applications.
- Administers the UCCE platform.
- Develops and modifies simple UCCE call flows.
- 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 processes.

Responsibilities

- Analyzes and maintains the current UCCE environment and applications. Administers the UCCE platform. Develops and modifies UCCE call flows and third-party applications.
- Responsible for detailed documentation of UCCE environment.
- 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.
- Assists in performing research on contact center applications, technologies, methodologies, and tools.





Education & Experience

- Bachelor's degree

Must Have Skills

- Hands-on experience administering, supporting, and maintaining Cisco UCCE (Unified Contact Center Enterprise) environments and associated contact center technologies.
- Solid knowledge of UCCE platform components, call routing, call flow configuration, system administration, performance monitoring, and operational support.
- Experience developing and modifying UCCE call flows, routing scripts, and contact center configurations to support business requirements.
- Ability to troubleshoot and resolve application, platform, and integration issues within a production contact center environment.
- Experience working with third-party integrations and supporting the overall stability, availability, and performance of contact center applications.
- Strong understanding of contact center infrastructure, capacity planning, scaling, configuration management, and system documentation.
- Experience supporting incident resolution, problem management, and operational processes while adhering to established support standards and best practices.
- Ability to work effectively with business stakeholders, vendors, and technical teams to analyze requirements and deliver support solutions.




- Strong technical documentation and communication skills, including creation and maintenance of operational procedures and support documentation.
- Working knowledge of Cisco contact center technologies such as CVP, Finesse, CUIC, and ICM routing concepts preferred for supporting enterprise contact center operations.

Nice To Have Skills

- Cisco certifications such as CCNA, UCCE Design, UCCE Implementation, or UCCE Support Certification.
- Experience with contact center reporting, analytics, and dashboard development.
- Familiarity with ITIL processes including Incident, Problem, Change, and Release Management.
- Experience supporting healthcare, enterprise-scale, or highly regulated environments.
- Knowledge of cloud-based contact center platforms and modern customer experience technologies.

Licenses, Certifications & Training

- N/A

Knowledge, Skills, Abilities, Behaviors

- Strong analytical and problem-solving skills with the ability to troubleshoot technical issues and identify effective solutions in a timely manner.
- Excellent communication and collaboration skills with the ability to work effectively with business users, vendors, and technical teams.
- Demonstrates accountability, attention to detail, and commitment to delivering high-quality operational support.
- Ability to manage multiple priorities, adapt to changing requirements, and work independently in a fast-paced environment.
- Customer-focused mindset with a commitment to continuous learning, teamwork, and operational excellence.

📌 Level II - System Engineer (Hyderabad)
🏢 HCA Healthcare - India
📍 Hyderabad