Lead Contact Center Engineer
Insight GlobalBengaluru, Republic Of India, IN17 hours ago
Job descriptionSupport compliance, audit readiness, and change management best practices. Deep, hands-on expertise with Cisco UCCE components : ICM, CVP, Finesse, CUIC, VVB, IDS, and LiveData. Strong proficiency in call routing strategies, CVP microapps, VXML, and survivability designs. Experience integrating external data sources, web services, and CTI / CRM connectors. Proficient with SIP, RTP, SRTP, QoS, SBC interoperability, and SIP trunking to carriers. Advanced troubleshooting using logs, traces, and protocol analysis tools. Proven experience in production change windows, method of procedure (MOP) creation, and rollback planning. Automation and tooling : Scripting for configuration, testing, or reporting (e.G., Python), API usage for CUIC / LiveData. Experience with high-availability, geo-redundancy, and DR testing for UCCE. Familiarity with observability stacks and synthetic testing for contact center. Cisco CCNP Collaboration or equivalent; ITIL Foundation or higher is a plus.
Title : Tier 3 Customer Engineer
Location : Bangalore India
On call Rotation
Duration : 12 Mo Contract
Pay Rate : 1,000 LPA / hr
Targeted Start Date : ASAP
Own complex operations and escalations across the Contact Center Enterprise stack for Dedicated Instance environments. Drive stability, scalability, and resilience for mission-critical contact center services.
Core Responsibilities
- Lead incident response, complex troubleshooting, and root-cause analysis across the UCCE ecosystem.
- Design and implement advanced call flows, routing strategies, and peripheral integrations.
- Plan and execute upgrades, patches, and migrations with minimal downtime.
- Build and maintain runbooks, diagrams, standards, and support procedures.
- Implement monitoring, alerting, and capacity / performance baselines for proactive operations.
- Partner with UC, Network, and Security teams on cross-domain changes and solution designs.
- Mentor Tier 1 / 2 staff;
provide knowledge transfer and technical reviews.
Required Skills and Experience
Preferred Qualifications
Certifications
Cisco UCCE / CCE Specialist certifications preferred.
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Lead Contact Center • Bengaluru, Republic Of India, IN
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