Job Description :

UCCE Job Description


·         UCCE Solution Architect should have minimum 10 years of experience in UCCE Managed service and should have good exposure UCCE Professional and Assessment services.

·         Spearhead technical support delivery, face of technical point of contact for the customer accounts.

·         Participate and advise in UC and UCCE comprehensive multichannel solution design and deployment in new and existing sites.

·          Troubleshooting of complex issues and handling L4 escalations of Cisco Voice VXML gateway, CUCM, CUC, IM&P CUSP, UCCX, UCCE, CVP, Finesse, Nuance ASR TTS, Calabrio, Verint, SocialMiner, Outbound Dialer etc.

·         UCCE ICM and CVP advance scripting, and CUIC custom reporting (optional skill).

·         Handling Escalations on UC & UCCE applications stack Backup and Restore, Disaster Recovery, UCCE Failover, contact routing, IVR, Call recording and Quality Management related issues.

·         Ensuring Voice Quality is maintained across the enterprise solution for better end user experience on user phones and user agent desktop applications.

·         Building Plan of Action, Change Request plan, Assessment plan, Runbook, Call flow diagrams and other documents.

·         Engaging with customer business team to identify the pain points in day to day contact center operations. Making recommendations and implementing resolution plans.

·         Streamlining IT processes and policies of customer environment for successful day to day UCCE operations support.

·         Stabilizing UCCE Solutions and making recommendations for Solutions optimizations to meet business and IT goals of the customer.

·         Working with NOC to ensure SLAs management.

·         Providing On-Call support during migrations and upgradations cutover.

·         ReDesign and Developing call flows and building reports based on customer business requirements (optional skill).

·         Building Technical and Executive level reports across all UCCE components, scheduling and driving weekly, monthly and Quarterly Business review meetings.

·         Doing necessary R&D to reduce noise in the alert volume, ensure end-to-end monitoring threshold setup for comprehensive monitoring across all components of UCCE.

·         Working with OEM vendors on the Major escalations, new patch release, bug management, ES management across all components of UCCE.

·         Customer Analytics - working end callers and capturing callers journey experience, build     patterns, draw insights. Make recommendations in the scripting changes for caller journey optimization.

·         Training customer Service desk, Technical engineers, contact center agents and supervisor on UCCE related activities for efficient call center operations.


Must have Technical skills

·         Contact routing platform: Cisco UCCE, PCCE, UCCX v 10.x – 12.x

·         IVR platform: Cisco IPIVR, CVP v 10.x – 12.x, VVB, VXML gateway

·         Desktop service platform:  Cisco Finesse, CTIOS, CTI server

·         Multi-channel routing: Cisco Outbound Dialer, SocialMiner, ECE

·         Speech tech platform: Nuance ASR/TTS

·         WFM /Recording: Calabrio, Verint recording solutions

·         Contact Center scripting: Advance ICM scripting, custom CVP call studio development

·         Telephony platform: Cisco CUCM, CUC, Unity, IM&P, CUBE


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