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

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.

Preferred Qualifications

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.

Certifications

Cisco CCNP Collaboration or equivalent; Cisco UCCE / CCE Specialist certifications preferred.

ITIL Foundation or higher is a plus.