UCCE L3 Infrastructure Engineer

Description

The UCCE L3 Infrastructure Engineer acts as a Subject Matter Expert (SME) in Cisco Unified Contact Center Enterprise (UCCE) systems. This role involves deep-level troubleshooting, solution design input, platform optimization, RCA delivery, and strategic improvements to infrastructure stability. The L3 engineer also provides guidance to L1/L2 teams, participates in project rollouts, and serves as the final escalation point for critical issues.

Role

Key Roles & Responsibilities:

Advanced Troubleshooting & RCA:

• Handle high-impact and unresolved issues escalated from L2 engineers.
• Conduct root cause analysis (RCA) and publish technical findings.
• Lead conference bridges and engage with Cisco TAC for P1/P2 issues.

Design Review & Implementation:

• Participate in architecture reviews and validate solution designs.
• Implement complex configuration changes and new deployments (PGs, CVP clusters, CVP comprehensive setups, survivability strategies, etc.).
• Work on high-availability, failover designs, load balancing, and disaster recovery planning.

Platform Upgrades & Migrations:

• Plan and execute upgrades, migrations, and version changes (CUCM, CVP, ICM, Finesse, etc.).
• Perform regression testing and post-change validations.

Automation & Optimization:

• Develop scripts or tools for monitoring, reporting, and automated maintenance tasks (e.g., using PowerShell, REST APIs, etc.).
• Tune system performance, reduce call drops, optimize routing logic.

Governance & Process Control:

• Own and maintain SOPs, operational checklists, and infrastructure baselines.
• Ensure compliance with security and audit guidelines (patching, hardening, access control).
• Participate in risk assessments and support business continuity planning.

Mentoring & Collaboration:

• Guide and mentor L1 and L2 engineers.
• Lead technical trainings and KT sessions.
• Collaborate with network, security, and application teams on cross-domain solutions and projects.

Required Skills & Qualifications:

• 5+ years of experience in Cisco UCCE environment.
• Deep hands-on expertise with CUCM, CVP, ICM, PGs, Finesse, CTI OS, and Gateways.
• Strong experience in UCCE scripting (ICM Script Editor), dial plan management, survivability, and SIP/RTP troubleshooting.
• Knowledge of call flow architecture, IVR, VXML gateways, SIP trunking.
• Familiar with tools: RTMT, CVP Ops Console, Unified System CLI, Wireshark, SNMP monitoring tools.
• Cisco certifications preferred: CCNP Collaboration, CCIE Collaboration, or equivalent.
• Familiar with cloud/hybrid CC models (e.g., Webex CC, AWS Connect) is a plus.