Cisco UCCE/IVR & NICE Support

Role : Cisco UCCE/IVR & NICE Support

Experience : 4 to 8 years

Location : Chennai

Keywords : Cisco UCCE/IVR, NICE

Desired Competencies (Technical/Behavioral Competency)

Key Responsibilities

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.