UCCE Tier-2 Engineer

A 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).