Company Description
TechFastConsult, established in April 2022 with its headquarters in Mumbai, is dedicated to forming long-term associations with clients to deliver optimal results tailored to their needs. Our services include technical consultation, talent hunting and management, software and application development, and training and placements. We strive to provide comprehensive solutions that enhance productivity and efficiency across various domains.
Role Description
We are seeking a highly skilled and experienced Cisco Contact Center (CC) and Cisco Voice Portal (CVP) Level 2 Engineer to support, maintain, and optimize our enterprise voice and contact center infrastructure. The ideal candidate will have a strong background in Cisco UCCE/UCCX, CVP, ICM scripting, and troubleshooting call flows, along with excellent communication and customer service skills.
Key Responsibilities:
- Provide Level 2 support for Cisco Contact Center Enterprise (UCCE/UCCX), Cisco Voice Portal (CVP), and related unified communication components.
- Monitor and troubleshoot complex call flow issues across ICM, CVP, VVB, CUCM, and gateways.
- Manage and modify ICM scripts, CVP Call Studio applications, and dial plans based on business requirements.
- Work closely with Level 1 support teams to resolve escalated incidents and perform root cause analysis.
- Perform day-to-day administration, maintenance, and patching of CC and CVP systems.
- Coordinate with Cisco TAC and other vendors for critical issue resolution.
- Participate in change management and incident response processes.
- Maintain documentation related to system configuration, call flows, and SOPs.
- Support integration with third-party systems including CRMs, databases, and reporting platforms.
- Collaborate with cross-functional teams for system upgrades, migrations, and expansion projects.
Skills & Qualification:
- Minimum 4 years of hands-on experience with Cisco UCCE/UCCX, CVP, and Call Studio.
- Strong understanding of ICM scripting, VXML, SIP, and VoIP protocols.
- Experience with CUCM, CUBE/Gateways, and VVB.
- Good knowledge of peripheral components such as PGs, AW/HDS, Finesse, and CTI.
- Familiarity with reporting tools like CUIC and SQL-based custom reports.
- Ability to analyze logs and traces for troubleshooting (CVP/VVB logs, ICM logs, SIP traces).
- Exposure to cloud or hybrid contact center environments is a plus.
- Cisco certifications (e.g., CCNP Collaboration, Cisco CCE certifications) preferred.
- Excellent problem-solving and communication skills.