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Tier 3 CC Customer Engineer

Tier 3 CC Customer Engineer

Insight Globalbhopal, madhya pradesh, in
11 hours ago
Job description

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.
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    Customer Engineer • bhopal, madhya pradesh, in