Experience: 8+ Years
Designation: UCCE (Unified Contact center Enterprise) Specialist
Certifications : Cisco Certifications in CCE/CUCM/CCIE-Voice, ITIL
Design BUILT :
Experience in Design, deployment and operational support of Cisco Contact Center- Enterprise Solutions.
Produce HIGH/Low Level Design documents
Coordinate Customer Acceptance Testing
To provide professional technical support and troubleshooting for all issues received related to Cisco CC.
Resolve complex customer issues on Cisco CC and voice recording; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
Act as high level of technical escalation within customer Customer Operations and support the internal operational entities toward problem resolution on Cisco CC products.
Provide Level 3 support in Run Phase for Cisco Call Centre.
Strong knowledge and experience with Cisco Unified CC Enterprise (UCCE), Customer Voice Portal (CVP), Cisco Finesse, Cisco Unified Intelligence Center (CUIC), Cisco Customer Management portal, Unified Contact Center Express (UCCX)
Strong troubleshooting skills on components like ICM-Router, Logger, PGs, AW/HDS, CVP, VVB, Finesse, CCMP, VXML GW, Ingress GW and CUSP
Deep understanding of IVR System, CTI, Call Flows & Other Integrations.
Strong experience on upgrade and new deployment of UCCE /HCS components
Handle Complex Change and Problem which could involve the planning, approving and implementation of changes
Handle as needed with Problem Management which may include analyzing data for root cause analysis
Strong troubleshooting and Analytical knowledge for resolving ICM complex Call flow related issues
Cisco IPT-Cisco Unified Communications Manager (CUCM), Cisco Unified Presence, Jaber, Gateways, SIP endpoints
Engage TAC as required to resolve complex technical issues
strong knowledge of routing, switching, QOS firewall
strong knowledge of Microsoft, Unix servers, MS SQL CTI
Good knowledge of VoIP environments and IP/PSTN integrations
Hands on deployment and troubleshooting experience on voice recording solution