We are seeking an experienced
Senior Engineer specializing in Cisco Contact Center Enterprise (CCE) operations to lead the support, maintenance, and optimization of a large-scale, mission-critical contact center environment. The ideal candidate will have deep expertise in Cisco CCE technologies, with proven experience collaborating across multiple domains, including
networking, infrastructure, and cybersecurity, to ensure a highly available, secure, and resilient customer experience platform.
Key Responsibilities
- Operate, monitor, and support Cisco Unified Contact Center Enterprise (UCCE) platform and Quality Management Solutions, including:
- ICM, CVP, CUCM, Finesse, PGs, AW/HDS, Rogger, Recording, QM, WFM, KM
- Manage day-to-day operations, incident response, and root cause analysis for the contact center environment.
- Collaborate with cross-functional teams including network, infrastructure, application, and security to resolve complex technical issues and ensure platform stability.
- Act as Technical Advisor and coordinate with other departments to facilitate the requirements and prerequsites.
- Maintain system performance tuning, capacity planning, and upgrade planning.
- Lead patching, maintenance windows, and disaster recovery testing.
- Work closely with internal teams to support new feature rollouts, technology upgrades, and migrations.
- Develop and maintain operational documentation, SOPs, runbooks, and topology diagrams.
- Support compliance efforts, implementing controls to align with security policies and standards.
- Participate in on-call rotation and provide escalation support.
- Monitor and enhance system observability, including logging, alerting, and analytics tools.
- Work with vendors and Cisco TAC to resolve complex issues and track product defects or enhancements.
Qualifications
- 3+ years’ experience in Cisco UCCE environment support and operations.
- Strong knowledge of:
- Cisco Unified Communications Manager (CUCM)
- Cisco Voice Gateways, SIP routing, and Voice Translation Profiles
- CVP Call Studio, VXML, and Prompt Management
- Finesse and third-party CRM integrations
- Familiarity with Cisco Webex Contact Center is a plus.
- Basic understanding of enterprise networking: LAN/WAN, firewalls, QoS, SIP, DNS, Load Balancers.
- Experience working with Windows Servers, VMware, and infrastructure basics
- Security-focused mindset with exposure to identity access control, encryption, and compliance frameworks (e.g., PCI DSS, ISO 27001).
- Strong scripting and automation skills (Call Studio, ICM Scripting, or equivalent) a plus.
- Excellent communication and documentation skills.
- Proven ability to interface with stakeholders across IT disciplines.
- Strong analytical and problem-solving capabilities.
- Comfortable working in fast-paced, mission-critical environments.
- Ability to lead technical bridges and coordinate with vendors during major incidents.
Cisco CCNP Collaboration / CCIE Collaboration
- Cisco UCCE Specialist certifications
- ITIL v4 Foundation
