UCCE Tier 2 Engineer -- RTP, Raleigh, NC, Richardson, TX; San Jose, CA

Hi  

Greetings from Smart Folks…!!!

My name is Kumar we have a job opportunity for you as UCCE Tier 2 Engineer one of our client based at RTP, Raleigh, NC, Richardson, TX; San Jose, CA find the Job description below, if you are available and interested, please send us your word copy of your resume with following detail to  Or please call me on  to discuss more about this position.  

Job Title: UCCE Tier 2 Engineer

Location: RTP, Raleigh, NC, Richardson, TX; San Jose, CA

Duration: 06 – 12 Months

Start Date: ASAP

Job Details:        

We are seeking an experienced UCCE Tier 2 Engineer responsible for advanced support, troubleshooting, configuration, and maintenance of Cisco Unified Contact Center Enterprise (UCCE) solutions.

The role will involve working with complex contact center environments, including multi-site deployments and integrations with Cisco Unified Communications Manager (CUCM), Cisco Finesse, Cisco Unified Customer Voice Portal (CVP), and other contact center components.

Key Responsibilities

• Provide Tier 2 technical support for Cisco Unified Contact Center Enterprise (UCCE) environments.
• Troubleshoot and resolve complex issues related to:
• Call routing
• Agent and supervisor desktops
• CTI integrations
• Multi-channel contact center features including voice, chat, and email.
• Manage and maintain core UCCE components, including:
• Call Router
• Logger
• Peripheral Gateway (PG)
• Administration & Data Servers
• Live Data Server
• Support integration and configuration of:
• Cisco Unified Customer Voice Portal (CVP)
• Cisco Finesse
• Cisco Unified Communications Manager (CUCM)
• 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 technical issues.
• Assist with UCCE deployments, upgrades, and patching activities.
• Utilize diagnostic tools and system logs, including CVP logs, router logs, and call-flow tools, for troubleshooting and root-cause analysis.
• Document technical procedures, system configurations, and troubleshooting steps.
• Participate in an on-call rotation for after-hours support.

Required Skills & Experience

• Strong knowledge of Cisco Unified Contact Center Enterprise (UCCE) architecture and components.
• Experience supporting multi-site and multi-cluster UCCE deployments.
• Strong troubleshooting experience with:
• Call flows
• Routing scripts
• CTI integrations
• Hands-on experience with Cisco Unified Communications Manager (CUCM) and Cisco Finesse.
• Understanding of contact center protocols and technologies, including:
• SIP
• VXML
• JTAPI
• Experience with diagnostic and monitoring tools such as:
• Wireshark
• CVP Call Flow Tool
• Log analysis tools
• Ability to work in a fast-paced environment and effectively handle escalated technical issues.
• Strong communication and collaboration skills for working with cross-functional teams and customers.

Preferred Qualifications

• Cisco certifications related to Contact Center technologies, such as CCNP Collaboration.
• Experience with:
• Cisco UCCE
• Cisco Packaged Contact Center Enterprise (PCCE)
• Hosted Collaboration Solution for Contact Center (HCS-CC)
• Knowledge of contact center reporting tools such as Cisco Unified Intelligence Center (CUIC).