– Cisco UCCE/PCCE Contact Center Solutions – Troubleshooting contact center components (ICM, CUIC, CVP, PG’s, Finesse) – Telephony components (CUCM, Gateway configurations) – Experience with Verint (AQM/CR) will be an added advantage – Knowledge of Windows Server and SQL Database Server – Hands-on experience with ICM scripting utilizing Script Editor – Understanding of UCCE Database Schema and ability to use database queries
Responsibilities
– Provide Level 2 support for UCCE/PCCE contact center solutions – Troubleshoot and resolve contact center components and telephony components issues – Use ITIL processes for Incident & Change management – Collaborate with OEMs for escalated cases – Conduct knowledge transfers to team members periodically – Create and maintain system configurations, ensuring accuracy and uptime
