Cisco UCCE & CVP Developer (L3 Engineer)
Job Summary
We are seeking an experienced Cisco UCCE & CVP Developer (L3 Engineer) to design, develop, enhance, and support enterprise Contact Center solutions built on the Cisco Contact Center platform. The ideal candidate will have strong expertise in Cisco Unified Contact Center Enterprise (UCCE), Cisco Voice Portal (CVP), VXML, Call Studio, Java integration, and Contact Center support operations.
This role requires a combination of application development and production support responsibilities, including IVR development, troubleshooting critical incidents, on-call support, and implementation of new contact center features.
Key Responsibilities
Areas of responsibility
Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.
Performance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.
Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.
Handling disaster recovery-Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.
Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.
Team Management-Collaborate with team members to resolve open tickets and service requests.
Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.
Source: Wipro careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
Wipro is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam K... Read More
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