Experience: 8 years to 14 years

Location: Noida, Chennai & Hyderabad

Position Overview (Job Summary):

L3 Contact Centre Enterprise (Webex CCE & UCCE) Engineer responsible for the design, implementation, transformation, and advanced troubleshooting of Cisco Contact Center platforms. The role involves end-to-end ownership of complex call flows, IVR/Voice applications, SBC/SIP integration, platform stability, custom reporting, and leading incident bridges (Sev1/Sev2) while collaborating with Cisco TAC and third-party providers.

Primary Skills:

Cisco Contact Center: Webex CCE, UCCE, ICM, CVP, VXML, CCE/UC integration, centralized ingress
Call Flow & IVR Development: Cisco CVP Call Studio, VXML, Java, complex routing, backend integrations (web services, databases)
SIP & Voice Infrastructure: SIP trunking, SBCs (Oracle/Acme, Cisco CUBE/CUSP), Voice Gateways
Troubleshooting & Operations: Log analysis, scripting, pulling logs from server platforms, Sev1/Sev2 leadership, P1 bridge handling
CUIC & Reporting: Custom report development on Cisco CUIC
Protocols: SIP, SCCP, H.323, MGCP
Finesse: Finesse platform understanding and gadget work (design, development, integration, testing)
ITIL: Incident/Problem/Change awareness and adherence

Secondary Skills:

Contact Center Infrastructure: ACD, IVR, dialers (exposure/management is a strong plus)
TAC & Vendor Management: Working with Cisco TAC (HDS, CUIC, Finesse, Chat, Rogger, PGs) and third-party providers for resolution
Project/Delivery: WBS creation/maintenance for large-scale deployments; UAT with end users
Unified Communications (UC/IPT): Design, delivery, and transformations across UC environments
Scripting/Programming: Java-based custom elements for CVP; general application programming
Architecture & Design Communication: Answering design/architecture queries during critical incidents

Experience:

Overall: Extensive hands-on experience in design, implementation, transformation, troubleshooting, and support of enterprise Cisco Contact Center solutions
Specific:
Designing/configuring SIP trunks, SBCs, Voice Gateways
Developing & maintaining CCE applications and legacy solutions
Creating complex call flows and IVR/Speech applications with Call Studio & VXML
Building custom CUIC reports
Leading UAT and production cutovers
Managing large-scale deployment WBS and delivery milestones
Handling Sev1/Sev2 incidents end-to-end

Role and Responsibilities:

A. Key Responsibilities

Solution Design & Delivery
Architect and implement Webex CCE/UCCE solutions including centralized ingress, CVP, VXML, ICM, and UC integrations
Design and configure SIP trunking, SBCs (Oracle/Acme, Cisco CUBE/CUSP), and voice gateways
Develop and maintain large program WBS for phased deployments
Application & Call Flow Engineering
Design and script new call flows for new/existing call centers
Build IVR/Speech applications using CVP Call Studio, VXML, and Java
Integrate IVR with backend systems (web services, databases)
Implement complex routing changes on CVP and ICM
Operations & Support (L3)
Lead Sev1/Sev2 incident bridges; provide architecture and design-level guidance during P1/P2 incidents
Perform deep-dive troubleshooting: read/analyze logs, collect logs from servers, isolate platform issues
Work with Cisco TAC across components (HDS, CUIC, Finesse, Chat, Rogger, PGs)
Analytics & Reporting
Develop custom reports and dashboards in Cisco CUIC; enable operational visibility and KPIs
Governance & Quality
Adhere to ITIL processes across Incident, Problem, and Change Management
Conduct UAT with end users; ensure high-quality releases and documentation

B. Additional Responsibilities

Collaborate with third-party telecom providers to resolve carrier/SBC/SIP-related issues
Maintain and enhance legacy CCE applications while delivering new features
Document designs, runbooks, operational guides, and as-builts
Mentor L1/L2 teams and contribute to knowledge base
Optimize performance, stability, and scalability of Contact Center platforms

Educational Qualification:

Bachelors degree in Computer Science, Information Technology, Electronics/Telecommunications, or related field (or equivalent hands-on experience)

Certifications:

(Preferred/plus; tailor to your profile or the clients needs)

Cisco: CCNP Collaboration, CCIE Collaboration (preferred), Cisco Unified Contact Center certifications (UCCE/Webex CCE)
SBC: Oracle Communications (Acme Packet) certifications; Cisco CUBE/CUSP exposure
ITIL: ITIL v3/v4 Foundation or higher
Additional (nice to have): Java/Programming certifications, SIP/VoIP vendor certifications

Contact Center Consultant