UCCE LSE

  • 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

 

 

Working Hours

  • Monday – Friday: 9.00 AM to 6.00 PM EST, extend shift hours if required on critical issues.
  • Provide on call support over weekends if required

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