Job Summary
We are looking for an experienced Cisco NOC L3 Engineer with strong expertise in Cisco Contact Center technologies and enterprise collaboration platforms. The ideal candidate should have hands-on experience supporting and troubleshooting Cisco UCCE/PCCE, Webex Contact Center, and Cisco Call Manager environments in enterprise production setups.
This role requires strong technical troubleshooting skills, incident management experience, and the ability to work closely with customers, vendors, and internal teams to ensure high availability and operational stability of voice and contact center infrastructure.
Key Responsibilities
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Provide L3 support for Cisco Contact Center environments including UCCE and PCCE.
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Manage and troubleshoot Cisco Webex Contact Center environments.
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Support and administer Cisco Unified Communications Manager (CUCM / Call Manager).
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Handle P1/P2 incidents, perform root cause analysis, and drive issue resolution.
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Troubleshoot voice, SIP, call routing, agent login, and call flow-related issues.
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Monitor and maintain overall health and performance of collaboration and contact center infrastructure.
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Coordinate with telecom carriers, vendors, and internal network teams for issue resolution.
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Support system upgrades, patches, and maintenance activities.
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Analyze logs, traces, and reports to identify and resolve production issues.
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Ensure adherence to SLA, operational processes, and documentation standards.
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Participate in customer calls, status reviews, and operational discussions.
Required Skills
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Strong hands-on experience with:
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Cisco UCCE / PCCE
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Cisco Webex Contact Center
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Cisco Unified Communications Manager (CUCM / Call Manager)
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Good understanding of Cisco voice and contact center architecture.
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Experience troubleshooting SIP and VoIP-related issues.
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Strong incident management and production support experience.
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Excellent troubleshooting and analytical skills.
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Good verbal and written communication skills.
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Ability to work in a fast-paced NOC/Support environment.
Preferred Skills
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Exposure to Cisco Finesse, CVP, CUIC, ICM, or CUBE.
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Experience with SIP, SCCP, H.323, and MGCP protocols.
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Knowledge of ITIL processes and ticketing tools.
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CCNA/CCNP Collaboration certification is a plus.
Experience
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7+ years of experience in Cisco Voice / Contact Center support environments.
