Desktop Support Engineer

Job Description – Cisco UCCE / IVR & NICE Support Engineer

Position: Cisco UCCE / IVR & NICE Support Engineer
Experience: 4–8 Years
Employment Type: Full-Time
Department: IT / Contact Center Technology
Work Mode: On-site / Hybrid
Shift: 24×7 Rotational Support

Job Summary

We are looking for an experienced Cisco UCCE / IVR & NICE Support Engineer to provide L2/L3 production support for enterprise Contact Center environments. The candidate will be responsible for troubleshooting and maintaining Cisco UCCE, IVR/CVP, CUCM, Finesse and NICE platforms, ensuring high availability and timely resolution of critical customer-impacting incidents.

Key Responsibilities

• Provide L2/L3 technical support for Cisco UCCE, UCCX/PCCE and IVR environments.

• Troubleshoot Cisco UCCE components including ICM, Router, Logger, PG, AW/HDS, CVP and Finesse.

• Support and troubleshoot IVR call flows, CVP, VXML Gateway and SIP integrations.

• Analyze and troubleshoot call routing, call drops, IVR loops, prompt failures and agent availability issues.

• Develop, modify and troubleshoot ICM/UCCE routing scripts.

• Support CUCM, CTI, Finesse, CTI ports, Route Points and device configurations.

• Troubleshoot SIP, RTP, H.323, MGCP and VoIP-related issues.

• Provide support for NICE recording / NICE CXone / NICE NTR or related NICE platforms, depending on the environment.

• Investigate recording failures, missing recordings, playback issues and metadata mismatches.

• Analyze application and system logs to identify root causes.

• Use tools such as Wireshark, RTMT, CVP Operations Console and monitoring tools for troubleshooting.

• Work with network, telecom, application, CRM and infrastructure teams for end-to-end issue resolution.

• Coordinate with Cisco/NICE and other OEM/vendor teams for critical escalations.

• Perform incident, problem and change management in accordance with ITIL processes.

• Participate in production changes, upgrades, patches and maintenance activities.

• Prepare RCA, incident reports, technical documentation and knowledge-base articles.

• Monitor system health and proactively identify potential service-impacting issues.

• Support high-priority incidents and participate in 24×7 on-call/rotational support.

Mandatory Technical Skills

• 4–8 years of experience in Cisco Contact Center / Voice / UCCE support.

• Strong hands-on experience in Cisco UCCE / ICM.

• Good knowledge of Cisco CVP and IVR.

• Experience with CUCM, Finesse, CUIC and CTI.

• Strong understanding of ICM/UCCE scripting and call routing.

• Good knowledge of SIP, RTP, VoIP, H.323 and MGCP.

• Experience in troubleshooting NICE recording / NICE Contact Center technologies.

• Strong log analysis and troubleshooting skills.

• Knowledge of Wireshark and RTMT.

• Experience working in an enterprise production-support environment.

• Good understanding of ITIL, Incident, Problem and Change Management.

Nice-to-Have Skills

• NICE CXone / NICE NTR / NTR-X / Engage experience.

• Knowledge of CRM integrations and CTI integrations.

• SQL Server knowledge for troubleshooting and data validation.

• Knowledge of Windows Server and enterprise networking.

• Cloud Contact Center exposure.

• Cisco CCNP Collaboration or equivalent certification.

• NICE certifications are an added advantage.

Educational Qualification

• Bachelor's degree in Computer Science, Information Technology, Electronics & Communication, Telecommunications or a related field.

• Relevant technical certifications are an advantage.

Candidate Profile

• Strong analytical and troubleshooting skills.

• Excellent communication and customer-handling skills.

• Ability to work independently on critical production incidents.

• Strong ownership and problem-solving approach.

• Comfortable working with global teams and third-party vendors.

• Willingness to work in 24×7 rotational shifts.

Key Performance Areas

• SLA compliance and incident resolution.

• Platform availability and stability.

• First-time resolution and reduction of recurring incidents.

• Quality of RCA and technical documentation.

• Successful implementation of changes and upgrades.

• Customer satisfaction and escalation management.

• It is a Full Time IT / Software / Data Analyst job for candidates with 4 - 6+ years Experience.