Detailed Responsibilities
• Provide expert-level support and troubleshooting for Cisco Contact Center platforms (UCCE, ICM, Cisco IPT).
• Lead and support major version upgrades and platform migrations, ensuring minimal disruption and optimal performance.
• Analyze, diagnose, and resolve issues related to SIP protocol, SIP call flow, and SIP troubleshooting.
• Conduct end-to-end UCCE troubleshooting and deliver solutions for complex incidents.
• Execute SQL queries for data analysis and system optimization.
• Manage and resolve issues with Cisco Dialer, including troubleshooting and performance tuning.
• Coordinate with Cisco Technical Assistance Center (TAC) and third-party vendors for issue resolution and project implementation.
• Oversee incident management and release management activities to ensure smooth operations and timely updates.
• Participate in continual improvement initiatives to enhance system reliability, scalability,



and efficiency. Skill Requirements Technical

Skills:
• In-depth expertise in Cisco Contact Center Solutions (UCCE, ICM, Cisco IPT).
• Advanced knowledge of SIP protocol, SIP call flow, and SIP troubleshooting.
• Proficiency in SQL queries and database management.
• Experience with Cisco Dialer and related troubleshooting.

Qualifications:
• Bachelor’s degree in Computer Science, Information Technology, Electronics, or related field.
• Minimum 7 years of relevant experience in Cisco Contact Center environments.
• Solid analytical and problem-solving skills.
• Proven track record in incident and release management. Certifications (Preferred):
• Cisco Certified Network Professional (CCNP) Collaboration or equivalent certifications.

📌 Consultant (Chennai)
🏢 HCLTech
📍 Chennai