Cisco L3 UCCE Support Engineer

Cisco L3 UCCE Support Engineer / Developer

• Strong analytical and problem-solving skills
• Good communication skills and should work directly with customers/vendor
• Experience on the below o Cisco

UCCE / ICM

o Cisco CVP/Call Studio o CUCM o CCMP o Finesse / CTI OS o Log analysis (Router, PG, CVP, JTAPI) o ICM Script Editor o ECC Variables & Call Variables

CRM & WFO/WFM

Integrations

• Must work in Shifts based on business requirements
• Provide production support
• Support integrations with CRM systems including screen pops and Call GUID handling.
• Troubleshoot and resolve call routing, agent availability, CTI, and IVR issues, CUCM CTI integration, CTI ports, route points and device registrations ensuring minimal business impact.
• Troubleshoot call recording issues with WFO/WFM solutions (Verint / NICE), including missing recordings and metadata mismatch.
• Support core UCCE components including Router, Logger, Peripheral Gateway (PG), AW/HDS, and redundancy (Side A/B).
• Perform deep analysis of ICM routing scripts, skill groups, precision queues, and call type mappings.
• Investigate issues related to any anomaly
• Support Cisco CVP IVR flows, including Call Server, VXML Gateway, and ECC variable handoff.
• Analyze CVP and UCCE logs to identify call drops, IVR looping, and prompt failures.
• Support Finesse / CTI OS agent desktops, resolving login, state, and call control issues.
• Address PG Partial Service and CTI failures impacting agent availability.
• Validate ECC variables and call identifiers for end-to-end integration consistency
• Coordinate with required vendors and provide necessary support
• Creating/modifying agents, skill groups, teams, precision queues.
• Updating CUCM phone profiles, device configurations & endpoints.
• Managing Finesse agent profiles, extension changes.
• Creating new call flows/routes in ICM scripts as per business requirements
• Incident Management
• Change Management
• Problem Management Preferred Skills
• Knowledge of cloud platf orms (AWS, GCP)
• Familiarity with Agile methodologies
• Knowledge of NICE CXOne development
• UCCE specialist Certification
• Integration with Third party products like Nuance, Verint, Omilia, Aspect Salary Range- $95,000-$100,000 a year #LI-SP3 #LI-VX1