UCCE Operations Engineer Job in Bangalore at Cisco

Cisco is hiring for the role of UCCE Operations Engineer!

Responsibilities of the candidates:

• Analyze, configure, and fix Unified Communication and Contact Center products.
• Provide remote solve support to resolve CC related issues
• Effectively create and use lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
• Follow-through on all CC Incident tickets assigned to your bin and their resolution
• Engage PS and TAC for assistance and complex issues support
• Follow the defined communication procedures for incident updates
• Closely adhere to processes related to tickets update with relevant and correct notes
• Coordinate with customer as needed for Incident resolution.
• Respond to network management system alarms according to established processes
• Priority support for identified key customer functionalities and escalations
• Effectively work with multi-functional teams to resolve major customer issues.
• Drive for continuous learning, results orientation, and collaboration.
• Work on developing automations and scripts that allow you to work faster and more efficiently
• Help improves overall team quality by automating repetitive tasks and changes on the infrastructure

Requirements:

• In-Depth knowledge of Cisco Unified Contact Center Enterprise (UCCE), Cisco Voice Portal (CVP) and Cisco Unified Communications Manager (CUCM).
• Good understanding of Cisco UCCE Architecture, deployment models and components.
• Knowledge of Cisco Unified Communication technologies and products (CUCM, CUCM IM&P, CUC)
• Good Understanding of Cisco Unified Intelligent Center(CUIC), Live Data, and Virtual Voice Browser(VVB)
• Good Understanding of Cisco Dialer and Acqueon Campaign Management.
• Experience with routine system administration tasks such as OS and application patches, upgrades and backups of the voice environment
• Good Understanding and work experience in third party products like Oracle SBC, Nuance ASR/TTS and Verint/NICE recording Solution.
• Handling high priority tickets, change requests, troubleshooting faults and interfacing with external vendors.
• Good understanding of various APIs, SDKs and protocols used for automation: AXL, REST, SOAP
• Ability to fix UCCE/CVP solutions covering multiple products and features under and drive incidents towards resolution
• Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
• Validated planning, prioritization, and organization skills
• ITIL Foundation level knowledge
• UCCE, CCNP Collaboration Certifications and CCNP DevNet Collaboration Automation certifications highly desired.
• Preference for Microsoft Active Directory, Microsoft SQL experience.
• Preference for prior scripting, python, and/or Linux experience.
• Data Center technologies including storage, virtualization (VMWare), and Cisco's Unified Computing System (UCS).