UCCE Engineer

Company Description

PDDN is a provider of end-to-end software solutions and IT consulting Services and software development Company. is headquartered in Fremont, California with clients across the Silicon Valley and other Information technology Hubs in different states. With integrated solutions, software development, technical services, training and staffing support, we help customers achieve their technology goals allowing them to focus on their business.

Job Description

Role: UCCE Engineer
Location: Remote Work
Emp Type: Contract (C2C/W2)
Interview: Phone/Skype

§ Analyze, configure, and troubleshoot networks with mixed media and protocols.
§ Effectively create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
§ Provide remote troubleshooting support to resolve UC related issues
§ Follow-through on all UC Incident tickets assigned to your bin and their resolution
§ Engage PS and TAC for assistance on RMAs and complex issues support
§ Coordinate field services as needed for onsite support
§ Follow the defined communication procedures for incident updates
§ Strictly adhere to processes related to tickets update with meaningful and correct notes
§ Respond to network management system alarms according to established processes
§ Priority support for identified key customer functionalities and escalations
§ Effectively work with cross-functional teams to resolve major customer issues.
§ Drive for continuous learning, results orientation, and teamwork.
§ Work on developing automations and scripts that allow you to work faster and more efficiently
§ Help improve overall team quality by automating repetitive tasks and changes on the infrastructure

§ In-Depth knowledge of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Voice Portal (CVP).
§ Good understanding of Cisco UCCE Architecture, deployment models and components.
§ Hands on experience in Cisco UCCE Call flow scripts.
§ Good knowledge and hands on experience in Cisco CVP Scripting.
§ Good hands on experience in CVP Micro app and knowledge in VXML application.
§ Good hands on experience in VXML Gateway configuration and troubleshooting.
§ Knowledge in Cisco Unified Intelligence Center Reporting (CUIC).
§ Knowledge of Cisco Unified Communication technologies and products (CUCM, CUCM IM&P, CUC)
§ Good understanding of various APIs, SDKs and protocols used for automation: AXL, REST, SOAP
§ Ability to troubleshoot UCCE/CVP solutions covering multiple products and features under and drive incidents towards resolution
§ Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
§ Excellent written and verbal communication, interpersonal and presentation skills.
§ Proven planning, prioritization, and organization skills
§ ITIL Foundation level knowledge

Additional Information

All your information will be kept confidential according to EEO guidelines.