Job Title: Cisco UCCE Support Engineer
Work Location: Raleigh, NC (Hybrid) Preferred Location
Alternative location: Richardson, TX ; San Jose, CA (Hybrid)
Contract duration: Long term contract
Visa:
Job Description:
Role Overview:
The UCCE Tier 2 Engineer is responsible for the advanced support, troubleshooting, configuration, and maintenance of Cisco Unified Contact Center Enterprise solutions. This role involves working with complex contact center environments, including multi-site deployments, integration with Cisco Unified Communications Manager, Cisco Finesse, and other contact center components.
Key Responsibilities:
- Provide Tier 2 technical support for Cisco Unified Contact Center Enterprise (UCCE) systems.
- Troubleshoot and resolve complex issues related to call routing, agent and supervisor desktops,
CTI integrations, and multi-channel contact center features (voice, chat, email).
- Manage and maintain core UCCE components such as Call Router, Logger, Peripheral Gateway
(PG), Administration & Data Servers, and Live Data Server.
- Support integration and configuration of Cisco Unified Customer Voice Portal (CVP), Cisco
Finesse, and Cisco Unified Communications Manager.
- Perform system monitoring, health checks, and performance tuning to ensure high availability and fault tolerance.
- Collaborate with Tier 1 support, network teams, and application teams to resolve escalated issues.
- Assist in deployment, upgrades, and patching of UCCE environments.
- Utilize diagnostic tools and logs (e.g., CVP logs, router logs, call flow tools) for troubleshooting.
- Document technical procedures, configurations, and troubleshooting steps.
- Participate in on-call rotation for after-hours support.
Required Skills and Experience:
- Strong knowledge of Cisco Unified Contact Center Enterprise architecture and components.
- Experience with multi-site and multi-cluster UCCE deployments.
- Proficiency in troubleshooting call flows, routing scripts, and CTI integrations.
- Familiarity with Cisco Unified Communications Manager and Cisco Finesse.
- Understanding of contact center protocols and technologies (SIP, VXML, JTAPI).
- Experience with diagnostic and monitoring tools such as Wireshark, CVP Call Flow Tool, and Log
Analysis.
- Ability to work in a fast-paced environment and handle escalated technical issues.
- Good communication skills for collaboration with cross-functional teams and customers.
Preferred Qualifications:
- Cisco certifications related to Contact Center technologies (e.g., CCNP Collaboration).
- Experience with Cisco Unified Contact Center Enterprise (UCCE), Cisco Packaged Contact Center
Enterprise (PCCE) or Hosted Collaboration Solution for Contact Center (HCS-CC).
- Knowledge of contact center reporting tools like Cisco Unified Intelligence Center (CUIC)
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