Job description:

In-Depth knowledge of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Voice Portal (CVP). Good understanding of Cisco UCCE Architecture, deployment models and components. Hands on experience in Cisco UCCE Call flow scripts. Good knowledge and hands on experience in Cisco CVP Scripting. Good hands on experience in CVP Micro app and knowledge in VXML application. Good hands on experience in VXML Gateway configuration and troubleshooting. Knowledge in Cisco Unified Intelligence Center Reporting (CUIC). Knowledge of Cisco Unified Communication technologies and products (CUCM, CUCM IMP, CUC) Good understanding of various APIs, SDKs and protocols used for automation: AXL, REST, SOAP Ability to troubleshoot UCCECVP solutions covering multiple products and features under and drive incidents towards resolution Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction. Excellent written and verbal communication, interpersonal and presentation skills. Proven planning, prioritization, and organization skills ITIL Foundation level knowledgeDesired Skills CCNP Collaboration, CCNP DevNet Collaboration Automation certifications highly desired Preference for Microsoft Active Directory, Microsoft SQL experience Preference for prior scripting, python, andor Linux experience Data Center technologies including storage, virtualization (VMWare), and Cisco's Unified Computing System (UCS)

• To troubleshoot and resolve critical and complex tickets.
• To create the root cause analysis for critical issues/faults (hands on working).
• To implement any necessary preventive measures to reduce future defects.
• To provide technical assistance to the team members in resolving customer issues.
• To execute continuous improvement activities and to improve the team s performance.