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)
Preferred location RTP, Raleigh, NC
Alternate locations Richardson, TX ; San Jose, CA