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 team-oriented 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.

• Cr

📌 UCCE (Bengaluru)
🏢 Capgemini
📍 Bengaluru