Job SummaryStrong technical skills on Cisco Contact Center Enterprise
- Knowledge of network management, network availability & capacity planning
- Ability to analyze, configure and troubleshoot large Cisco voice networks
- Is a technical expert in more than one area with a wide understanding of networking protocols and concepts
- Proven planning, prioritization and organizing skills
- Drive for continuous learning, results orientation and teamwork
- Utilization of a positive understanding of Cisco business strategies and drivers to guide activitiesIndependently solve problems in broad, complex, and unique networks with mixed media and protocols
- Provides systems/product training, Incident Management and Change Management (Planning & Execution)
- On-call Escalation support, Ticket Quality Process adherence & Security compliance Customer feedback (Appreciations, CSAT survey results)
- Knowledge Base preparation and review,



Knowlegde sharing & documentation Root cause analysis / Problem Management + Capacity / Architectural Management
- SLA compliance for tickets, Value Add/MentoringUCCE related certification is mandatoryKey ResponsibilitiesNASkill RequirementsCUCM Features Dial Plan UCCE Cisco Unified Intelligent Contact Management (ICM) ICM Scripting Cisco Unified Customer Voice Portal (CVP) VXML Gateways & Voice gateway Cisco Finesse Agent Desktop CUIC Reporting Tool Load BalancersOther RequirementsStrong technical skills in troubleshooting contact center related issue (UCCE) * Technical expert in more than one area with a wide understanding of networking protocols and concepts * Ability to analyze and troubleshoot large Cisco Voice networks * Excellent communication skills (Written and Verbal) * Proven planning, prioritization and organizing skills * Ability to drive change through innovation & process improvement

📌 Sme - Cisco Contact Center (Bengaluru)
🏢 HCL
📍 Bengaluru