Tier 3 CC Customer Engineer

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.
• Support compliance, audit readiness, and change management best practices.

Required Skills and Experience

Preferred Qualifications

Certifications