Cisco Contact center engineer
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Job Description
Structured overview of role & requirementsAbout This Role
Support and troubleshoot Cisco Unified Contact Center Enterprise infrastructure to resolve incidents and ensure service continuity.
Plan and execute after-hours changes, upgrades, and maintenance of voice and contact center technologies following change management processes.
Perform deep analysis for incident and problem management including root cause analysis and collaborate with vendors for technical resolution.
Minimum Requirements
Bachelor's degree in Computer Science, Engineering or equivalent work experience.
7-10 years experience with Cisco UCCE (11.6 - 12.5), CUCM (11.5 - 12.5), IOS ASR/ISR gateways, and related telephony/VOIP technologies.
Experience in incident, problem, and change management processes (ITIL) with strong troubleshooting and documentation skills.
Flexible to work in shifts (2:00 PM to 10:30 PM) and in-office at least 3 days per week as per company policy.
Ideal Candidate Profile
In-depth expertise in Cisco Contact Center technologies including UCCE, CUCM, CVP, CTI integrations, and associated infrastructure components.
Proven ability to conduct detailed technical analysis and root cause investigations with exposure to vendor escalation management (e.g., Cisco TAC).
Experienced in working within structured ITIL frameworks for incident, problem, and change management in a complex enterprise environment.