What are the responsibilities and job description for the Webex CCE Engineer position at Ktek?
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
