Cisco On-Prem Collaboration & Contact Center Engineer (CUCM | UCCE | UCCX | Verint WFO)

Type of Opening

– Resident Engineer Work Location

– Noida Level

– L1 & L2

Job Summary: We are seeking an experienced Cisco On-Prem Collaboration & Contact Center Engineer responsible for managing and supporting enterprise voice and contact center infrastructure, including CUCM, UCCE, and UCCX environments. The role involves administration, troubleshooting, integration, upgrades, and ensuring high availability of mission-critical voice and contact center platforms, along with operational support of Verint Workforce Optimization (WFO) solutions.

Cisco On-Prem Collaboration & Contact Center (CUCM / UCCE / UCCX): ·

Administer and support Cisco CUCM, UCCE, and UCCX in an on-premise environment. ·

Manage dial plans, call routing, SIP trunks, gateways (MGCP/H.323/SIP), and CUBE. ·

Support PSTN integrations (PRI/SIP) and telephony infrastructure. ·

Configure and troubleshoot call flows, agent routing, IVR scripts, and precision routing. ·

Administer Finesse, CVP, ICM scripting, CSQs, skill groups, and resource groups. ·

Perform MACD activities, user provisioning, and configuration changes. ·

Monitor system health, RTMT logs, call detail records, and reporting tools. ·

Handle upgrades, patching, backups (DRS), and DR/HA testing. ·

Troubleshoot voice quality, one-way audio, call drops, and integration issues. ·

Coordinate with network, server, and vendor teams for issue resolution. ·

Ensure platform stability, capacity planning, and performance optimization.

Verint Workforce Optimization (WFO): ·

Support Verint Call Recording integration with CUCM/UCCE/UCCX. ·

Monitor recording health, storage utilization, and system performance. ·

Troubleshoot recording gaps and voice integration issues. ·

Manage user provisioning, roles, and access controls. ·

Support Quality Monitoring (QM) and basic Workforce Management (WFM) modules. ·

Ensure compliance with recording retention and regulatory policies. ·

Coordinate with Verint OEM support for escalations and advanced troubleshooting.

Technical Skills Required: ·

Strong hands-on experience with CUCM, UCCE, and UCCX (On-Prem). ·

Solid understanding of SIP, RTP, QoS, Dial Plan, and Contact Center routing. ·

Experience with Voice Gateways, CUBE, and PSTN integrations. ·

Knowledge of contact center reporting and troubleshooting tools. ·

Strong log analysis and problem-solving skills.

Good to Have: ·

Exposure to Verint WFO administration. ·

Experience in VMware / UCS environments. ·

Basic SQL knowledge. ·

Experience in enterprise-scale deployments.

Experience: 5–10 years of Cisco Collaboration & Contact Center experience 1–3 years of Verint WFO operational exposure.