CISCO CCE Senior Operation Engineer - Connect Professional Services

We are seeking an experienced Senior Engineer specializing in Cisco Contact Center Enterprise (CCE) operations to lead the support, maintenance, and optimization of a large-scale, mission-critical contact center environment. The ideal candidate will have deep expertise in Cisco CCE technologies, with proven experience collaborating across multiple domains, including networking, infrastructure, and cybersecurity, to ensure a highly available, secure, and resilient customer experience platform.

Key Responsibilities :

Operate, monitor, and support Cisco Unified Contact Center Enterprise (UCCE) platform and Quality Management Solutions, including :

• ICM, CVP, CUCM, Finesse, PGs, AW / HDS, Rogger, Recording, QM, WFM, KM
• Manage day-to-day operations , incident response, and root cause analysis for the contact center environment.
• Collaborate with cross-functional teams including network, infrastructure, application, and security to resolve complex technical issues and ensure platform stability.
• Act as Technical Advisor and coordinate with other departments to facilitate the requirements and prerequsites.
• Maintain system performance tuning , capacity planning , and upgrade planning .
• Lead patching, maintenance windows , and disaster recovery testing .
• Work closely with internal teams to support new feature rollouts , technology upgrades , and migrations .
• Develop and maintain operational documentation , SOPs, runbooks, and topology diagrams.
• Support compliance efforts , implementing controls to align with security policies and standards .
• Participate in on-call rotation and provide escalation support.
• Monitor and enhance system observability , including logging, alerting, and analytics tools.
• Work with vendors and Cisco TAC to resolve complex issues and track product defects or enhancements.

Qualifications :

Strong knowledge of :

Cisco CCNP Collaboration / CCIE Collaboration