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.
- Strong analytical and problem-solving skills.
- Proven track record in incident and release management.

Certifications (Preferred):

- Cisco Certified Network Skilled (CCNP) Collaboration or equivalent certifications.

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