Role :- Webex CCE Engineer

Location :- Portland, OR (Hybrid)

Job Description

· Expert level understanding of Webex CCE Components, solutions, Call flow and Integrations.

· Expert level understanding of UCCE Components, solutions, Call flow and Integrations.

· Excellent understanding in IVR Call flow management and ICM Scripting.

· Excellent understanding in VOIP protocols like SIP, H.323 and MGCP.

· Excellent understanding and Strong Experience with Cisco Voice Gateways and CUBEs, other SBCs.

· Strong Experience with Cisco routing & switching, Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Unity, Cisco IM&P, Cisco Expressways, and Cisco IPT.

· Experience in monitoring and mentoring of L1/L2 teams and handling L3 level escalations in Cisco Webex CCE and Contact Center solutions.

· Excellent Understanding of Cisco Webex CCE Management Portal and Management tools used with Cisco Webex CCE Solutions.

· Good Understanding of IaaS Platform and Services.

· Experience in training BAU Team on learnings, case studies and other solutions.

· Experience in handling Severity 1 situations, troubleshoot on-call with Customer to resolve the issue and articulate the RCA.

· Provide Level-3 support to Operations and Delivery to drive incident resolution.

· Provide Recommendations to improve Contact Center platform stability.

· Define Reporting, Monitoring and Alarming requirements according to Cisco best practices.

· Consult on high severity incidents and complex work orders.

· Should be ready to work in 24/7 business support environment.

Additional desired experience:

· Third-Party Vendor Integrations with Cisco Webex CCE and Contact Center Solutions

· Experience with modern cloud architectures and technologies

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Shailendra Rajak

Raas infotek corporation

262 Chapman road, Suite 105A, Newark, DE-19702

Phone no. 302-565-0220, Ext. 145

Email id:

LinkedIn:linkedin.com/in/shailendra-r-9904ba27b