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Cisco UCC & Cisco contact center (PCCE)

Desired Competencies (Technical/Behavioral Competency)
Must-Have ·         Must have experience in administering and troubleshooting Cisco CUCM, CUC & other Cisco Voice Services

·         Expert in troubleshooting on Cisco Contact Center platform (UCCE/UCCH/CVP/CUIC/PG/VXML Gateway, CAD, QM WFM)

·         Must have expert knowledge on Cisco Contact Center Application design & Integration

·         Must have skill to articulate the overall design to the customer IT and the business team

·         Hands On Experience to setup the new Contact Center (UCCE/PCCE), ICM Scripting, Call Flow Changes & schedule holiday

·         Must possess good troubleshooting skills and ability to Analyse Cisco CUCM, PCCE, to identify and resolve system issues.

·         Must have good hands-on experience on Cisco CUBE (Cisco Unified Border Element).

·         Experience on Recording Server (NICE, Variant, Cale brio or other)

Good-to-Have ·         Administration and Maintenance (CUCM, CUC, CUIC, CVP, CUCCE, PCCE)

·         New Contact Center setup (UCCE/PCCE) and call flow changes

·         Expertise to troubleshoot an issue at high level

·         Must have Capability to read the logs to identify the cause of issue

·         Should have knowledge of third party application integration


SN Responsibility of / Expectations from the Role
1 ·         Administration and Maintenance Voice and Video operations on Cisco Voice & Video Infra
2 ·         Review the current infrastructure to identify potential quality improvements
3 ·         Manage the routine operational works, Incident, Change & Problem
4 ·         Responsible for afterhours upgrade/maintenance support as needed or assigned. Follow the CR process and get the CR approved as needed
5 ·         Handling of time sensitive Critical Incidents (P1/Sev-1 incidents)
6 ·         Assists with small to intermediate projects, performing the work defined by the project plan, monitoring progress on all assigned projects, and communicating project progress and/or problems to manager on a timely basis
7 ·         Ability to work within a team-oriented environment including the flexibility to adjust hours for proper departmental coverage (vacations, illness, etc.).
8 ·         Responsible to Create the SOPs, KB Article and get approval from customer
9 ·         Analyse the infrastructure & find the Gaps & make mitigation plan
  ·         Analyse the scope of Automation
10 ·         A positive attitude and collaboration skills are essential
11 ·         Self-driven, accountable, responsible, and resourceful with a strong sense of urgency
  ·         Should be a good Team player and be able to groom the other team member
  ·         Should conduct training & knowledge share sessions to internal team
  ·         Act as a point of contact for all service delivery issue/ pending work/ escalations
  ·         Participate in routine operation & client meetings
  ·         Good Knowledge on Contract & SLA
  ·         Excellent Communication & Conversation skills (Verbal & Writing), Strong analytical & problem-solving skills