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