UCCE Tier 2 Engineer

 

 

The 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.

 

• 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.

 

• 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.

 

• 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)