Job Description: Description The UCCE L3 Infrastructure Engineer acts as a Subject Matter Expert (SME) in Cisco Unified Contact Center Enterprise (UCCE) systems. This role involves deep-level troubleshooting, solution design input, platform optimization, RCA delivery, and strategic improvements to infrastructure stability. The L3 engineer also provides guidance to L1/L2 teams, participates in project rollouts, and serves as the final escalation point for critical issues. Role Key Roles & Responsibilities: Advanced Troubleshooting & RCA: Handle high-impact and unresolved issues escalated from L2 engineers. Conduct root cause analysis (RCA) and publish technical findings. Lead conference bridges and engage with Cisco TAC for P1/P2 issues. Design Review & Implementation: Participate in architecture reviews and validate solution designs. Implement complex configuration changes and new deployments (PGs, CVP clusters, CVP comprehensive setups, survivability strategies, etc.). Work on high-availability, failover designs, load balancing, and disaster recovery planning. Platform Upgrades & Migrations: Plan and execute upgrades, migrations, and version changes (CUCM, CVP, ICM, Finesse, etc.). Perform regression testing and post-change validations. Automation & Optimization: Develop scripts or tools for monitoring, reporting, and automated maintenance tasks (e.g., using PowerShell, REST APIs, etc.). Tune system performance, reduce call drops, optimize routing logic. Governance & Process Control: Own and maintain SOPs, operational checklists, and infrastructure baselines. Ensure compliance with security and audit guidelines (patching, hardening, access control). Participate in risk assessments and support business continuity planning. Mentoring & Collaboration: Guide and mentor L1 and L2 engineers. Lead technical trainings and KT sessions. Collaborate with network, security, and application teams on cross-domain solutions and projects. Required Skills & Qualifications: 5+ years of experience in Cisco UCCE environment. Deep hands-on expertise with CUCM, CVP, ICM, PGs, Finesse, CTI OS, and Gateways. Strong experience in UCCE scripting (ICM Script Editor), dial plan management, survivability, and SIP/RTP troubleshooting. Knowledge of call flow architecture, IVR, VXML gateways, SIP trunking. Familiar with tools: RTMT, CVP Ops Console, Unified System CLI, Wireshark, SNMP monitoring tools. Cisco certifications preferred: CCNP Collaboration, CCIE Collaboration, or equivalent. Familiar with cloud/hybrid CC models (e.g., Webex CC, AWS Connect) is a plus.