Role Description L3 Expert level understanding of Webex CCE Components, solutions, Call flow and Integrations. Expert level understanding of UCCE Components, solutions, Call flow and Integrations. Excellent understanding in IVR Call flow management and ICM Scripting. Excellent understanding in VOIP protocols like SIP, H.323 and MGCP. Excellent understanding and Strong Experience with Cisco Voice Gateways and CUBEs, other Clients. Strong Experience with Cisco routing & switching, Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Unity, Cisco IM&P, Cisco Expressways, and Cisco IPT. Experience in monitoring and mentoring of L1/L2 teams and handling L3 level escalations in Cisco Webex CCE and Contact Center solutions. Excellent Understanding of Cisco Webex CCE Management Portal and Management tools used with Cisco Webex CCE Solutions. Good Understanding of IaaS Platform and Services. Experience in training BAU Team on learnings, case studies and other solutions. Experience in handling Severity 1 situations, troubleshoot on-call with Customer to resolve the issue and articulate the RCA. Provide Level-3 support to Operations and Delivery to drive incident resolution. Provide Recommendations to improve Contact Center platform stability. Define Reporting, Monitoring and Alarming requirements according to Cisco best practices. Consult on high severity incidents and complex work orders. Should be ready to work in 24/7 business support environment.Additional desired experience: Third-Party Vendor Integrations with Cisco Webex CCE and Contact Center Solutions Experience with modern cloud architectures and technologies Any Cisco Voice certification will be added advantage.Professional Skill Requirements Ability to work in large teams and manage project milestones. Participate in business continuity and disaster recovery planning in voice environment to minimize work disruption. Consult on preventive maintenance activities to ensure platform stability. Identify opportunities to drive platform efficiencies. Proactively manage platform and component life cycle to ensure stability and interoperability (at points of integration) Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution. Performs advanced troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, up gradation & site coordination. Initiates network improvement recommendations based upon experiences in Contact Center Performs Root Cause Analysis & Track and update key performance metrics. Act as a point of contact for all service delivery issues/ pending work/ escalations Provide team support and process improvements through individual contributions. Maintain and Update Knowledge Base and documentation & initiate and implement processes improvements. Perform change management in accordance with change management procedures. Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem-solving skills. Should be aware of ITIL process.Basic Qualifications Bachelor s degree in related field or equivalent experience Minimum of 8-10 years of experience (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team