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