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 setting.

• 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 setting.
• 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 setting and applications. Administers the UCCE platform. Develops and modifies UCCE call flows and third-party applications.
• Responsible for detailed documentation of UCCE setting.
• 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.
• Strong knowledge of UCCE platform components, call routing, call flow configuration, system administration, performance monitoring,

📌 Level Ii Hyderabad (India)
🏢 HCA Healthcare - India
📍 India