Sr. Manager - Cisco UCCE

Required Technical Skills

• Cisco Contact Center Knowledge
• Cisco UCCE Architecture
• CVP
• Finesse
• CUCM integration
• ICM scripting basics

Server & Infrastructure Skills

• Windows Server Administration
• VMware / Virtualization platforms
• Active Directory & DNS
• Storage and backup technologies

Certifications

Experience

Responsibilities

• Maintain UCCE servers (AW, PG, Rogger, CVP, Finesse, CUCM, etc.)
• Manage Windows Server environments supporting UCCE
• Perform server builds, upgrades, and patching
• Monitor server performance, CPU, memory, storage, and system health
• Support Cisco UCCE application services
• Troubleshoot infrastructure-related issues impacting call routing or agent availability
• Handle upgrades, migrations, and system refresh projects
• Maintain high availability and redundancy architecture
• Monitor UCCE components using monitoring tools
• Investigate system alerts and service outages
• Perform root cause analysis for infrastructure failures
• Work with Cisco TAC and vendors when required
• Manage backups for UCCE servers and databases
• Support Disaster Recovery testing and failover activities
• Implement OS and infrastructure security hardening
• Maintain compliance with enterprise security standards
• Work with network, voice, database, and application teams
• Support change management and release activities
• Document infrastructure designs and operational procedures
• Any Graduate/Post Graduate