Job Description

Job Title: Technical Support Engineer \xe2\x80\x93 GB04 Incident ManagerLocation: Pune, MaharashtraDepartment: Contact Center TechnologyPosition Summary: We are looking for an Incident Manager who will be responsible for troubleshooting Cisco PCCE and UCCE software, IVR, CTI custom reports, third-party software, and integrated peripheral systems. The ideal candidate will have hands-on experience in call routing configuration, ICM scripting, call flow modifications, CTI changes, and report changes as part of incident resolution. Additionally, the candidate will apply their knowledge of call center operational dynamics to implement and optimize ACD, IVR, CTI, Routing, and Enterprise Reporting utilizing Cisco Packaged CCE solutions.Key Responsibilities:Troubleshooting:o Troubleshoot Cisco PCCE and UCCE software [ICM, CVP, Databases], IVR, CTI custom reports, third-party software, and integrated peripheral systems.o Collect and analyze logs from all Cisco components and applications.o Configure and troubleshoot Cisco CUBE and SIP Trunks.Call Routing and Scripting:o Perform call routing configuration and ICM scripting.o Execute call flow modifications, CTI changes, and report changes as part of incident resolution.System Implementation and Optimization:o Apply knowledge of call center operational dynamics to implement ACD (Automatic Call Distribution), IVR (Interactive Voice Response), CTI (Computer Telephony Integration), Routing, and Enterprise Reporting utilizing Cisco Packaged CCE (Contact Center Enterprise) solutions.o Interpret network alert and performance management tool output to engineer the capacity and resiliency of the Unified Call Center (UCC) portion of the VoIP network.Custom Reporting and Integration:o Customize CUIC reports and CTI connectors.Incident and Service Request Management:o Manage all incidents and service requests related to Cisco PCCE, LCM, and Nice components.o Conduct health checks and preventive maintenance activities for all Cisco PCCE components.o Handle internal and external audit activities related to Cisco PCCE components.Change Management:o Understand and apply IT change management processes.Technical Qualifications:Minimum 3-4 years of hands-on experience in Cisco PCCE and UCCE.Strong troubleshooting skills on Cisco PCCE and UCCE components.Proficiency in Cisco PCCE and UCCE software, ICM scripting, IVR, and CTI custom reports.Experience with Cisco CUBE configuration and SIP Trunk setup.Knowledge of ACD, IVR, CTI, Routing, and Enterprise Reporting.Familiarity with IT change management processes.Preferred Qualifications:Excellent communication and collaboration skills.Strong analytical skills to interpret network alerts and performance management tool output.Organizational skills to manage incident resolution, health checks, preventive maintenance, and audit activities.Proactive and solution-oriented mindset.

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