L3 UCCE Support Engineer

L3 UCCE Support Engineer

Location: Mumbai
Important Hiring Note: Immediate joiners to candidates with a maximum 15-day notice period will be prioritized.
Role Summary

We are seeking an experienced L3 UCCE Support Engineer to maintain, manage, and troubleshoot enterprise Unified Contact Center Enterprise (UCCE) environments and associated applications, ensuring high availability, continuous system health, and operational excellence.
Qualifications & Experience

• Experience: 6 to 8 years of specialized experience in managing, supporting, and troubleshooting Cisco UCCE infrastructures and contact center ecosystems.


• Technical Expertise: Comprehensive knowledge of UCCE architecture, component maintenance, and advanced incident resolution.

Key Responsibilities

• Platform Management: Maintain, manage, and optimize core UCCE components, as well as outbound dialing platforms such as List and Campaign Manager (Acqueon).


• Call Recording Operations: Manage enterprise call recording devices and solutions, including Calabrio.


• Support & Troubleshooting: Provide expert-level L2/L3 support for UCCE components, integrated systems, and customized contact center applications.


• Vendor & TAC Coordination: Act as the primary technical interface for coordination with Cisco, Acqueon, and other third-party TAC support teams.


• Audits & Failover Execution: Conduct quarterly system audits and execute structured quarterly system functional failover activities to ensure business continuity.


• Incident Management & RCA: Perform root-cause analysis for complex issues and prepare/share comprehensive RCAs for P1 and P2 incidents.


• Patching & Maintenance: Provide guidance and hands-on support for monthly patching activities while ensuring device software versions comply with the latest approved releases.


• Requirement Gathering & Documentation: Collaborate with user functions to gather requirements, secure necessary approvals, maintain site inventories, and manage technical documentation in line with the contact center solution.