Track Lead - Cisco Contact Center

Job Summary

1.Amazon Connect JD

• knowledge of Amazon Connect Contact Center Architecture.

• Experience with Amazon Connect IVR Contact Flow, Security profile, ACD and Reporting Components.

• Experience with Amazon Lex, Lambda function and IAM

• Cloud watch logs analysis

• Person to have good debugging and analytical skills where the primary objective would be resolutions of the critical environmental issues. Must be able to explain technical detail and provide guidance to internal stakeholders.

• Good Knowledge of SIP protocol.

• Hands on experience on multimedia setup (Inbound and Chat) environment.

• Good knowledge in Database such as SQL, Oracle, MySQL etc.

• Some experience of Web Services/SOA functions, backend integrations, stored procedures, and scripting is must.

• Strong exposure on CTI development, Agent Softphone

Should have knowledge on JAVA/.Net technology.

• 2.Genesys Cloud Developer Responsibilities:

• Design and develop applications on the Genesys Cloud platform.

• Integrate Genesys Cloud with enterprise systems and third-party apps.

• Troubleshoot and resolve issues related to Genesys Cloud applications.

• Maintain documentation and ensure high performance and reliability.

• Stay updated on cloud computing and contact center technologies.

• Configure and maintain cloud contact center environments.

• Troubleshoot technical issues and apply patches.

• Integrate Genesys Cloud with other business systems.

Skills & Qualifications:

• Experience with Genesys Cloud platform.

• Experience on Genesys Cloud IVR Architect call flow development.

• Strong knowledge of JavaScript, REST APIs, OAuth, AWS, Python, SQL, JSON, XML.

• Familiarity with Agile methodologies.

• Bachelor's degree in Computer Science or related field.

• 5+ experience on Genesys Cloud.

Key Responsibilities

Job Description: Cisco UCCX Support Engineer Role Title Cisco UCCX Support Engineer / Cisco Contact Center Support Specialist Experience

12+years for senior / L3 support

Role Summary

We are looking for a skilled Cisco UCCX Support Engineer to manage, support, troubleshoot, and maintain Cisco Unified Contact Center Express environments. The role involves supporting day-to-day contact center operations, resolving incidents, managing call routing issues, troubleshooting agent/supervisor desktop problems, supporting IVR scripts, monitoring system health, and coordinating with Cisco TAC, network, voice, and application teams.

Key Responsibilities1. UCCX Operations Support

• Provide L1/L2/L3 support for Cisco UCCX contact center environment.

• Monitor UCCX services, engine status, application status, subsystem status, and system health.

• Troubleshoot call routing, IVR, queue, CSQ, trigger, application, and script-related issues.

• Support Cisco Finesse agent and supervisor desktop issues.

• Support agent login/logout, Not Ready states, wrap-up codes, skill assignment, team assignment, and resource configuration.

• Support real-time and historical reporting issues using Cisco Unified Intelligence Center / CUIC.

• Coordinate with business users, contact center supervisors, and operations teams for service continuity.

2. Incident and Problem Management

• Handle incidents related to:

• Calls not landing in queue

• Calls dropping in IVR

• Agent login failure

• Finesse desktop not loading

• CSQ routing issue

• Prompt playback issue

• Script execution failure

• Reporting mismatch

• Call recording issue

• High call wait time

• Service outage

• Perform root cause analysis for repeated incidents.

• Create problem tickets and track corrective actions.

• Work with Cisco TAC for complex platform, defect, or escalation cases.

• Maintain incident logs, RCA documents, and knowledge base articles.

3. Configuration and Administration

• Configure and support:

• Applications

• Triggers

• Scripts

• Prompts

• CSQs

• Skills

• Resources / Agents

• Teams

• Supervisors

• Calendars / holidays

• Call control groups

• Media resource groups

• Reporting access

• Perform user provisioning and de-provisioning.

• Support minor IVR script changes using Cisco UCCX Editor.

• Upload and validate prompts.

• Validate call flow changes in non-production before production deployment.

4. Integration Support

• Support integration between UCCX and:

• Cisco Unified Communications Manager / CUCM

• Cisco Finesse

• Cisco Unified Intelligence Center / CUIC

• Cisco Unity Connection, if applicable

• Voice gateways / SIP trunks

• CRM applications

• Wallboard / reporting tools

• Recording platforms

• Workforce management platforms

• Troubleshoot CTI, JTAPI, RMCM, AXL, and telephony-related integration issues.

• Coordinate with network, firewall, voice gateway, and application teams for end-to-end issue resolution.

5. Monitoring and Maintenance

• Perform daily health checks for UCCX platform.

• Monitor CPU, memory, disk utilization, service status, database replication, and HA status.

• Validate backup status and system alerts.

• Support scheduled maintenance, patching, certificate renewal, and upgrade activities.

• Participate in DR, failover, and business continuity testing.

• Maintain operational runbooks and support documentation.

Skill Requirements

Preferred Skills

• Cisco UCCX upgrade and patching experience.

• Cisco UCCX HA deployment support.

• Cisco Contact Center migration experience.

• Cisco Voice Gateway / CUBE troubleshooting.

• Cisco Unity Connection knowledge.

• Experience with call recording and WFM integrations.

• Experience with Service Now, Remedy, Jira, or similar ITSM tools.

• Basic SQL/reporting knowledge for reporting troubleshooting.

• Knowledge of SSL certificates and security hardening.

• Exposure to Cisco Smart Licensing / Flex licensing.

Tools and Platforms

• Cisco UCCX Administration

• Cisco UCCX Editor

• Cisco Finesse

• Cisco Unified Communications Manager / CUCM

• Cisco Unified Intelligence Center / CUIC

• Cisco RTMT

• Cisco Voice Gateway / CUBE

• Cisco Unity Connection

• Cisco TAC case management

• Service Now / ITSM tool

• Splunk / Syslog monitoring, if applicable

Daily Operational Activities

• Perform UCCX health checks.

• Validate UCCX engine and subsystem status.

• Check application, trigger, CSQ, and agent availability.

• Review failed calls and routing issues.

• Monitor Finesse login issues.

• Check CUIC report availability.

• Review open incidents and SLA status.

• Coordinate with supervisors for operational issues.

• Update knowledge articles and shift handover notes.

• Participate in change review and production deployment support.

Other Requirements

Skill Area Required Knowledge Cisco UCCX

Administration, troubleshooting, applications, triggers, scripts, CSQs, skills, resources, teams

Cisco Finesse

Agent desktop, supervisor desktop, login issues, gadget issues, browser issues

CUCM

Device association, CTI route points, CTI ports, directory numbers, SIP integration

UCCX Scripting

Basic to intermediate Cisco UCCX Editor knowledge:

IVR Support

Prompt management, menu routing, time-of-day routing, holiday routing

Reporting

CUIC reports, real-time reports, historical reports, reporting mismatch analysis

Voice Protocols

SIP, RTP, SCCP basics, DTMF, codec understanding

Telephony Troubleshooting

Call routing, call traces, gateway logs, dial plan validation

High Availability

UCCX HA concepts, failover behavior, node health checks

Logs and Traces

UCCX logs, MIVR logs, Finesse logs, CUCM traces, RTMT

ITSM

Incident, problem, change, RCA, SLA management