UCCE

Job Description

UCCE

Experience-4+Years

Location-Mumbai,Pune,Guragon,Bangalore

Choosing Capgemini means joining a team that ensures seamless connectivity, operational excellence, and superior customer experience through proactive network monitoring and incident management. Be part of a collaborative environment where you can build your expertise in Telecom and ISP operations while supporting critical network and service platforms.

Provide administration, support, and troubleshooting for Cisco Contact Center and Unified Communications environments.

Manage and support Cisco Unified Contact Center Enterprise (UCCE) infrastructure, ensuring high availability and optimal performance.

Configure, maintain, and troubleshoot Cisco Unified Intelligence Center (CUIC), CVP, ICM, CVR, and Contact Center applications.

Develop, modify, and maintain ICM/UCCE call routing scripts using Cisco Script Editor to support business and operational requirements.

Perform call flow modifications, holiday routing changes, and Contact Center configuration updates.

Troubleshoot agent desktop-related issues across Finesse, CTIOS, AppSpace, and Peripheral Gateway (PG) environments.

Analyze and troubleshoot issues related to UCCE, CVP, CUIC, Agent Desktops, and voice infrastructure.

Execute database queries and analyze UCCE database schema for troubleshooting and reporting purposes.

Support Cisco Unified Communications solutions including CUCM, Unity Connection, Cisco IM & Presence, Voice Gateways, CUBE, and UCCX.

Perform packet capture analysis and review logs, traces, and debug files to identify and resolve complex issues.

Participate in incident, problem, and change management activities following ITIL processes.

Provide 24x7 production support and handle critical service-impacting incidents.

Collaborate with cross-functional teams, vendors, and stakeholders to ensure timely issue resolution and service restoration.

Create technical documentation, knowledge articles, and Root Cause Analysis (RCA) reports.

Mandatory Skills

Contact Center Technologies

Cisco Unified Contact Center Enterprise (UCCE)

Cisco Unified Intelligence Center (CUIC)

Cisco ICM

Cisco CVP

Cisco CVR

UCCE Script Editor and Call Routing Scripting

Cisco Finesse

CTIOS

AppSpace

Peripheral Gateway (PG)

Unified Communications & Voice Technologies

Cisco Unified Communications Manager (CUCM)

Cisco Unity Connection

Cisco IM & Presence

Cisco UCCX

Cisco Voice Gateways

Cisco CUBE

Cisco IPT Solutions

What you'll love about working here We offer a range of career paths and internal opportunities within Capgemini group.At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.

Job Description - Grade Specific

Focus on Industrial Operations Engineering. Fully competent in own area. Acts as a key contributor in a more complexor critical environment. Proactively acts to understand and anticipates client needs. Manages costs and profitability for a work area. Manages own agenda to meet agreed targets. Develop plans for projects in own area. Looks beyond the immediate problem to the wider implications. Acts as a facilitator, coach and moves teams forward.