UCCE Engineer

2 days ago

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Description

• Analyze, configure, and troubleshoot networks with mixed media and protocols. • Effectively create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design. • Provide remote troubleshooting support to resolve UC related issues. • Follow-through on all UC Incident tickets assigned to your bin and their resolution. • Engage PS and TAC for assistance on RMAs and complex issues support. • Coordinate field services as needed for onsite support. • Follow the defined communication procedures for incident updates. • Strictly adhere to processes related to tickets update with meaningful and correct notes. • Respond to network management system alarms according to established processes. • Priority support for identified key customer functionalities and escalations. • Effectively work with cross-functional teams to resolve major customer issues. • Drive for continuous learning, results orientation, and teamwork. • Work on developing automations and scripts that allow you to work faster and more efficiently. • Help improve overall team quality by automating repetitive tasks and changes on the infrastructure.

Requirements

• In-Depth knowledge of Cisco Unified Contact Center Enterprise (UCCE) • Good understanding of Cisco UCCE Architecture, deployment models and components. • Hands on experience in Cisco UCCE Call flow scripts. • Good knowledge and hands on experience in Cisco CVP Scripting. • Good hands on experience in CVP Micro app and knowledge in VXML application. • Good hands on experience in VXML Gateway configuration and troubleshooting. • Knowledge in Cisco Unified Intelligence Center Reporting (CUIC). • Knowledge of Cisco Unified Communication technologies and products (CUCM, CUCM IM&P, CUC) • Good understanding of various APIs, SDKs and protocols used for automation: AXL, REST, SOAP • Ability to troubleshoot UCCE/CVP solutions covering multiple products and features under and drive incidents towards resolution • Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction. • Excellent written and verbal communication, interpersonal and presentation skills. • Proven planning, prioritization, and organization skills. • ITIL Foundation level knowledge