CISCO CCE Senior Operation Engineer - Connect Professional Services

Qureos


Date: 3 weeks ago
City: Riyadh
Contract type: Full time
We are seeking an experienced Senior Engineer specializing in Cisco Contact Center Enterprise (CCE) operations to lead the support, maintenance, and optimization of a large-scale, mission-critical contact center environment. The ideal candidate will have deep expertise in Cisco CCE technologies, with proven experience collaborating across multiple domains, including networking, infrastructure, and cybersecurity, to ensure a highly available, secure, and resilient customer experience platform.

Key Responsibilities

  • Operate, monitor, and support Cisco Unified Contact Center Enterprise (UCCE) platform and Quality Management Solutions, including:
    • ICM, CVP, CUCM, Finesse, PGs, AW/HDS, Rogger, Recording, QM, WFM, KM
  • Manage day-to-day operations, incident response, and root cause analysis for the contact center environment.
  • Collaborate with cross-functional teams including network, infrastructure, application, and security to resolve complex technical issues and ensure platform stability.
  • Act as Technical Advisor and coordinate with other departments to facilitate the requirements and prerequsites.
  • Maintain system performance tuning, capacity planning, and upgrade planning.
  • Lead patching, maintenance windows, and disaster recovery testing.
  • Work closely with internal teams to support new feature rollouts, technology upgrades, and migrations.
  • Develop and maintain operational documentation, SOPs, runbooks, and topology diagrams.
  • Support compliance efforts, implementing controls to align with security policies and standards.
  • Participate in on-call rotation and provide escalation support.
  • Monitor and enhance system observability, including logging, alerting, and analytics tools.
  • Work with vendors and Cisco TAC to resolve complex issues and track product defects or enhancements.
Qualifications

  • 3+ years’ experience in Cisco UCCE environment support and operations.
  • Strong knowledge of:
    • Cisco Unified Communications Manager (CUCM)
    • Cisco Voice Gateways, SIP routing, and Voice Translation Profiles
    • CVP Call Studio, VXML, and Prompt Management
    • Finesse and third-party CRM integrations
  • Familiarity with Cisco Webex Contact Center is a plus.
  • Basic understanding of enterprise networking: LAN/WAN, firewalls, QoS, SIP, DNS, Load Balancers.
  • Experience working with Windows Servers, VMware, and infrastructure basics
  • Security-focused mindset with exposure to identity access control, encryption, and compliance frameworks (e.g., PCI DSS, ISO 27001).
  • Strong scripting and automation skills (Call Studio, ICM Scripting, or equivalent) a plus.
  • Excellent communication and documentation skills.
  • Proven ability to interface with stakeholders across IT disciplines.
  • Strong analytical and problem-solving capabilities.
  • Comfortable working in fast-paced, mission-critical environments.
  • Ability to lead technical bridges and coordinate with vendors during major incidents.
Cisco CCNP Collaboration / CCIE Collaboration

  • Cisco UCCE Specialist certifications
  • ITIL v4 Foundation

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