Cisco UCCE L2 Engineer – Contact Center & Collaboration

Position Overview
(NOTE: Only Immediate Joiners to 15 Days Notice Period Candidates will be prioritize)
Job Title: Cisco UCCE L2 Engineer – Contact Center & Collaboration
Experience Range: 4–7 Years
Employment Type: Full-Time
Domain: Cisco Collaboration / Enterprise Contact Center
Location: Mumbai
Job Summary
We are seeking a skilled and proactive Cisco UCCE L2 Engineer with hands-on expertise in Cisco Unified Contact Center Enterprise (UCCE) and broader enterprise collaboration ecosystems.
In this role, you will be responsible for the day-to-day operations, maintenance, incident management, and complex troubleshooting of mission-critical voice, contact center, and video platforms. Acting as a crucial escalation point for L1 teams, you will ensure high availability and optimal performance of our customer-facing communication infrastructure while collaborating closely with L3 engineering and vendor support teams.
Key Responsibilities
UCCE & Contact Center Operations (L2 Support)
Deploy, configure, and maintain core Cisco UCCE components including ICM, CVP, CUIC, Finesse, CCMP, VVB, and CUSP.
Perform advanced L2 troubleshooting for contact center infrastructure, complex call routing logic, and routing script execution errors.
Manage and troubleshoot Cisco Customer Voice Portal (CVP) call flows and integrated Interactive Voice Response (IVR) applications.
Conduct regular system health checks, performance monitoring, and proactive maintenance of contact center platforms.
Assist in platform upgrades, software patching, and system migrations under the direction of senior engineering teams.
Partner with L3 engineering and OEM (Cisco TAC) to drive root cause analysis (RCA) for critical incidents.
Unified Communications (UC) Support
Administer and troubleshoot enterprise Cisco Unified Communications ecosystems, including CUCM, IM & Presence (IMP), Cisco Unity Connection (CUC), and Cisco Emergency Responder (CER).
Troubleshoot call setup, teardown, and media path issues across signaling and voice protocols: SIP, H.323, MGCP, SCCP, QSIG, CAS, ISDN PRI, FXO, FXS, and POTS.
Resolve endpoint registration failures, routing anomalies, dial plan misconfigurations, and gateway trunk drops.
Video & Web Collaboration Support
Support Cisco video and conferencing infrastructure, including Cisco Expressway/VCS, Cisco Meeting Server (CMS), Telepresence endpoints, and TMS.
Troubleshoot Mobile and Remote Access (MRA) and Business-to-Business (B2B) video calling challenges.
Administer Cisco Webex solutions (Webex Meetings, Cloud, Video Mesh, and Edge Audio) and manage video application deployments.
Infrastructure & Networking Support
Maintain operational awareness of underlying enterprise hardware and virtualization layers, including UCS Servers and VMware vSphere.
Troubleshoot core networking dependencies essential for voice/video operation, including DNS, DHCP, TFTP, NTP, and LDAP.
Apply and verify Quality of Service (QoS) policies for real-time voice and video traffic across local and wide-area networks.
Service Operations & Stakeholder Management
Manage ITIL-compliant workflows for Incidents, Service Requests, and Changes within enterprise ticketing frameworks (e.g., ServiceNow).
Coordinate effectively with clients, internal cross-functional groups, and external vendors to expedite issue resolution.
Build and maintain accurate technical documentation, standard operating procedures (SOPs), and knowledge base articles.
Must-Have Skills
Required Qualifications & Competencies
4–7 years of dedicated professional experience supporting Cisco Contact Center and Collaboration environments in an L2 capacity.
Proven, hands-on administrative and troubleshooting experience with Cisco UCCE architecture and components.
Deep operational knowledge of CUCM, CVP, CUIC, and Finesse.
Strong working knowledge of VoIP protocols, call flows, and gateway troubleshooting methodologies.
Excellent verbal and written communication skills with a customer-centric support approach.
Good-to-Have Skills
High-level architectural understanding of UCCE deployment models and high-availability setups.
Hands-on exposure to Cisco enterprise video solutions and Webex cloud architectures.
Foundational network switching, routing, and packet capture analysis skills (Wireshark).
Basic exposure to automation or scripting languages (Python / Java).
Education & Certifications
Degree: Bachelor’s or Master’s Degree in Computer Science, Information Technology, Electronics & Communication, or a related field.
Certifications:
Preferred: CCNA / CCNP Collaboration
Optional / Advantage: CCIE Collaboration
Skills: cisco,collaboration,infrastructure,ucce,troubleshooting

Work arrangement
No