Cisco UCCE/IVR & NICE Support

Interview Mode : Weekend Walkin drive (Face to Face )

Interview Date : 22 -Aug -26(Saturday )

Note : Only candidates currently located in chennai should apply.

Role : Cisco UCCE/IVR & NICE Support

Experience : 4 to 8 Years

Location : chennai

Desired Competencies (Technical/Behavioral Competency)

Must-Have

• Provide operational support for Cisco UCCE/IVR environments, including routing scripts, call flows, and contact center integrations.
• Support and administer NICE CXone, NICE Engage, and related call recording solutions.
• Manage and support Workforce Management (WFM) and Real-Time Adherence (RTA) operations.
• Monitor system health, troubleshoot incidents, and coordinate resolutions with internal teams and vendors.
• Perform analysis of contact center operational data and create dashboards/reports using Tableau.
• Develop automation scripts and utilities using Python to improve operational efficiency.
• Support cloud-based solutions and integrations within AWS environments.
• Utilize monitoring tools such as Splunk and Dynatrace for proactive monitoring, alerting, and root cause analysis.
• Handle incident, problem, and change management activities using ServiceNow (SNOW), ITSM, and Jira.
• Participate in production deployments, post-implementation validation, and hypercare activities.
• Collaborate with business stakeholders, vendors, and cross-functional teams to ensure seamless service delivery.
• Document operational procedures, troubleshooting guides, and technical solutions.