Contact Center Administration Engineer

Job Description

• Key Activities 
  Support Team Management:
  o    Lead daily activities for UCCE Central Controllers, Peripheral Gateways, CVP servers, Finesse, CUIC , voice gateways and associated infrastructure
  o    Coordinate with L1/NOC teams to validate SLAs, escalations, and shift handovers
  •    Incident & Problem Resolution:
  o    Address all incidents; perform root-cause analysis and implement long-term fixes
  o    Proactively Monitor and conduct healthy check on Contact center & Collaboration systems, respond to alerts and events generated from Monitoring tool in co-ordination with Network Operation Center (NOC) team and ensure availability of System to business and Customers.
  o    Engage and managed third-party vendors support. 
  •    Provide/Lead engineering and technical input to create, maintain, and implement Contact Center, Collaboration and Network engineering standards.
  •    Configuration & Change Execution:
  o    Implement routing/script updates (CallRouter, VRU, precision queues) per approved RFCs
  o    Manage software upgrades, patching schedules, and version control for all UCCE components
  •    Monitoring & Performance Tuning:
  o    Execute daily health checks via RTMT/SNMP or other tool ; clear stale alarms and validate heartbeat synchronization
  o    Analyze BHCA, agent capacity, and network QoS metrics; recommend resource adjustments
  •    Integration & Optimization:
  o    Oversee integration between UCCE/CVP/CUCM, voice gateways, CTI desktops, and reporting tools
  o    Tune VXML scripts, JTAPI/SCI connections, and gateway redundancy parameters.
  •    Documentation & Knowledge Transfer:
  o    Maintain runbooks, network diagrams, SOPs, and handover guides
  o    Conduct training sessions for L1 support and new hires
  •    Reporting & Analytics:
  o    Generate weekly/monthly performance dashboards using CUIC, 2Ring, and wallboards
  o    Track KPIs: uptime, call-handling metrics, change success rates, and customer satisfaction.

   

  Education
  •    Bachelor’s degree in computer science, Information Technology, Engineering, or related field
  Certifications
  •    Cisco CCNP Collaboration.
  •    Cisco Unified Contact Center Enterprise Specialist
  •    Cisco Certified Internetwork Expert (CCIE) Collaboration ( Preferred )
  •    ITIL Foundation.
  Experience
  •    3–5 years of hands-on UCCE/CVP administration in multi-site, enterprise environments (100+ agents)
  •    Proven track record in 24×7 operations, incident management, and capacity planning.
  •    Experience coordinating with third-party contact center tools and vendors.
  •    Demonstrated ability to execute major upgrades and maintenance windows without service impact.
  Job-related Skills
  •    Technical: SIP/H.323, JTAPI/SCI, VXML scripting, RTMT, CLI, CUIC, CUCM, RTMT; basic PowerShell/Bash automation.
  •    Process & Tools: ITSM processes, RFC/change control, version management, backup automation
  •    Analytical: Data-driven decision making; able to interpret call-flow metrics, usage and other Ops reports.
  •    Knowledge
  •    Deep understanding of Cisco UCCE architecture and best practices
  •    Familiarity with network design for low-latency voice (QoS, VLANs, redundancy)
  •    Awareness of contact center security and compliance standards
  Communication
  •    Excellent written/verbal English (Arabic a plus).
  •    Able to translate technical issues into clear business terms.
  •    Strong stakeholder management: proactive, responsive, customer-centric.