Role :- Webex CCE Engineer
Location :- Portland, OR (100% Onsite)
Job Description
- Expert level understanding of Webex CCE Components, solutions, Call flow and Integrations.
- Expert level understanding of UCCE Components, solutions, Call flow and Integrations.
- Excellent understanding in IVR Call flow management and ICM Scripting.
- Excellent understanding in VOIP protocols like SIP, H.323 and MGCP.
- Excellent understanding and Strong Experience with Cisco Voice Gateways and CUBEs, other SBCs.
- Strong Experience with Cisco routing & switching, Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Unity, Cisco IM&P, Cisco Expressways, and Cisco IPT.
- Experience in monitoring and mentoring of L1/L2 teams and handling L3 level escalations in Cisco Webex CCE and Contact Center solutions.
- Excellent Understanding of Cisco Webex CCE Management Portal and Management tools used with Cisco Webex CCE Solutions.
- Good Understanding of IaaS Platform and Services.
- Experience in training BAU Team on learnings, case studies and other solutions.
- Experience in handling Severity 1 situations, troubleshoot on-call with Customer to resolve the issue and articulate the RCA.
- Provide Level-3 support to Operations and Delivery to drive incident resolution.
- Provide Recommendations to improve Contact Center platform stability.
- Define Reporting, Monitoring and Alarming requirements according to Cisco best practices.
- Consult on high severity incidents and complex work orders.
- Should be ready to work in 24/7 business support environment.
Additional desired experience:
- Third-Party Vendor Integrations with Cisco Webex CCE and Contact Center Solutions
- Experience with modern cloud architectures and technologies