Contact Center Administration Engineer

Req Id: 86381

City: Pune

State/Province: Maharashtra

Posting Start Date: 7/31/25

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

• Key Activities
  Support Team Management:
  o Lead daily activities for UCCE Central Controllers, Peripheral Gateways, CVP servers, Finesse, CUIC , voice gateways and associated infrastructure
  o Coordinate with L1/NOC teams to validate SLAs, escalations, and shift handovers
  • Incident & Problem Resolution:
  o Address all incidents; perform root-cause analysis and implement long-term fixes
  o Proactively Monitor and conduct healthy check on Contact center & Collaboration systems, respond to alerts and events generated from Monitoring tool in co-ordination with Network Operation Center (NOC) team and ensure availability of System to business and Customers.
  o Engage and managed third-party vendors support.
  • Provide/Lead engineering and technical input to create, maintain, and implement Contact Center, Collaboration and Network engineering standards.
  • Configuration & Change Execution:
  o Implement routing/script updates (CallRouter, VRU, precision queues) per approved RFCs
  o Manage software upgrades, patching schedules, and version control for all UCCE components
  • Monitoring & Performance Tuning:
  o Execute daily health checks via RTMT/SNMP or other tool ; clear stale alarms and validate heartbeat synchronization
  o Analyze BHCA, agent capacity, and network QoS metrics; recommend resource adjustments
  • Integration & Optimization:
  o Oversee integration between UCCE/CVP/CUCM, voice gateways, CTI desktops, and reporting tools
  o Tune VXML scripts, JTAPI/SCI connections, and gateway redundancy parameters.
  • Documentation & Knowledge Transfer:
  o Maintain runbooks, network diagrams, SOPs, and handover guides
  o Conduct training sessions for L1 support and new hires
  • Reporting & Analytics:
  o Generate weekly/monthly performance dashboards using CUIC, 2Ring, and wallboards
  o Track KPIs: uptime, call-handling metrics, change success rates, and customer satisfaction.
  
  Education
  • Bachelor's degree in computer science, Information Technology, Engineering, or related field
  Certifications
  • Cisco CCNP Collaboration.
  • Cisco Unified Contact Center Enterprise Specialist
  • Cisco Certified Internetwork Expert (CCIE) Collaboration ( Preferred )
  • ITIL Foundation.
  Experience
  • 3-5 years of hands-on UCCE/CVP administration in multi-site, enterprise environments (100 agents)
  • Proven track record in 24×7 operations, incident management, and capacity planning.
  • Experience coordinating with third-party contact center tools and vendors.
  • Demonstrated ability to execute major upgrades and maintenance windows without service impact.
  Job-related Skills
  • Technical: SIP/H.323, JTAPI/SCI, VXML scripting, RTMT, CLI, CUIC, CUCM, RTMT; basic PowerShell/Bash automation.
  • Process & Tools: ITSM processes, RFC/change control, version management, backup automation
  • Analytical: Data-driven decision making; able to interpret call-flow metrics, usage and other Ops reports.
  • Knowledge
  • Deep understanding of Cisco UCCE architecture and best practices
  • Familiarity with network design for low-latency voice (QoS, VLANs, redundancy)
  • Awareness of contact center security and compliance standards
  Communication
  • Excellent written/verbal English (Arabic a plus).
  • Able to translate technical issues into clear business terms.
  • Strong stakeholder management: proactive, responsive, customer-centric.

Mandatory Skills: Cisco Unified Contact Center Express .

Experience: 5-8 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Client-provided location(s): Pune, India

Job ID: Wipro-86381

Employment Type: OTHER

Posted: 2025-08-13T18:44:33