Cisco Contact Center Enterprise Administrator

Role : Cisco Contact Center Enterprise Admin. Experience required : 7 years. Responsibilities : - Perform daily administration, monitoring, and maintenance tasks for the Cisco CCE environment, including CallManager, CVP, ICM, Finesse, CUIC, and other related components. - Ensure the overall health, stability, and performance of the Cisco CCE platform. - Apply patches, upgrades, and hotfixes to the Cisco CCE environment as required, following established change management processes. - Perform regular system backups and ensure the availability of disaster recovery and business continuity plans for the CCE infrastructure. - Manage user accounts, agent configurations, and skill groups within the Cisco CCE system. - Configure and manage call routing scripts, IVR flows, agent desktops (Finesse), and reporting functionalities (CUIC). - Implement and manage new contact center features and functionalities based on business requirements. - Participate in the planning and deployment of new contact center technologies and integrations. - Configure and troubleshoot SIP trunking and other telephony integrations. - Proactively monitor the Cisco CCE environment for performance issues, errors, and potential outages. - Troubleshoot and resolve complex technical issues related to call routing, agent performance, reporting, and system integrations. - Utilize Cisco Unified Communications Manager Real-Time Monitoring Tool (RTMT) and other monitoring tools to identify and diagnose problems. - Perform root cause analysis for incidents and implement preventative measures. - Manage integrations between Cisco CCE and other enterprise systems, such as CRM platforms (e.g., Salesforce, ServiceNow), workforce management (WFM) systems, and other relevant applications. - Troubleshoot integration issues and work with other technical teams to ensure seamless data flow. - Implement and maintain security policies and configurations within the Cisco CCE environment. - Ensure compliance with relevant security standards and regulations. - Participate in security audits and assessments related to the contact center infrastructure. - Create and maintain comprehensive documentation for the Cisco CCE environment, including system configurations, diagrams, and operational procedures. - Generate reports on system performance, agent activity, and other key contact center metrics. Collaboration and Communication : - Collaborate effectively with contact center operations teams, business analysts, and other IT teams to understand requirements and provide technical support. - Communicate clearly and effectively with stakeholders regarding system status, incidents, and planned maintenance activities. - Participate in capacity planning activities to ensure the Cisco CCE environment can support current and future business needs. - Identify opportunities to optimize the performance and efficiency of the contact center infrastructure. - Liaise with Cisco and other vendors for technical support, product information, and issue resolution. Technical Skills : - Cisco Contact Center Enterprise (CCE) : Deep understanding and extensive hands-on experience in administering and managing Cisco CCE, including : 1. Cisco Unified Communications Manager (CUCM) 2. Cisco Unified Contact Center Manager (UCCX) - While the primary focus is CCE, some familiarity is beneficial. 3. Cisco Unified Customer Voice Portal (CVP) 4. Cisco Intelligent Contact Management (ICM) 5. Cisco Finesse Agent Desktop 6. Cisco Unified Intelligence Center (CUIC) - Telephony Protocols : Strong understanding of telephony protocols such as SIP, H.323, and ISDN. - Networking Fundamentals : Solid understanding of TCP/IP networking, VLANs, QoS, and other networking concepts relevant to voice and data communication. - Scripting : Familiarity with scripting languages such as Python or PowerShell for automation tasks is a plus. - Operating Systems : Experience with Windows Server and Linux operating systems. - Database Knowledge : Basic understanding of database concepts and SQL queries for troubleshooting and reporting purposes. - Monitoring Tools : Proficiency in using Cisco Unified Communications Manager Real-Time Monitoring Tool (RTMT) and other monitoring and alerting tools. Preferred Skills : - Cisco certifications related to Contact Center technologies (CCNA Collaboration, CCNP Collaboration). - Experience with Cisco Workforce Management (WFM) integrations (Verint, Calabrio). - Knowledge of CRM integrations with Cisco CCE (Salesforce, ServiceNow). - Experience with Cisco Outbound Dialer. - Understanding of Cisco Unified Border Element (CUBE). - Familiarity with voice recording solutions. - Experience with cloud-based contact center solutions. Process Skills : - Strong analytical and problem-solving skills. - Ability to follow established incident, change, and problem management processes. - Excellent documentation skills. - Ability to prioritize tasks and manage workload effectively in a fast-paced environment. Qualifications : - Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field. - 7 years of dedicated experience in administering and managing Cisco Contact Center Enterprise (CCE) environments. - Proven experience in configuring, troubleshooting, and maintaining Cisco CCE components. - Strong understanding of contact center operations and technologies. - Excellent analytical and problem-solving skills. (ref:hirist.tech)

Location: bangalore, IN

Posted Date: 5/7/2025