Cisco PCCE (Public Contact Center Enterprise)

About the Job: Tata Consultancy Services (TCS) is an IT services, consulting, and business solutions organization with over 50 years of experience working with some of the world’s largest businesses in their transformation journeys. TCS provides a consulting-led, cognitive-powered, integrated portfolio of business, technology, and engineering services and solutions.

Location: Riyadh, Saudi Arabia
Job Type: Full-time
Application Deadline: 30-Jan-2025

Job Description:
The role requires a strong technical skill set in Cisco PCCE (Public Contact Center Enterprise). Responsibilities include:

• Performing daily contact center health checks
• Completing required tasks in a timely manner (including adding agents, teams, phones, and device profiles)
• Running and executing outbound campaigns
• Updating CVP workflows and ICM scripts as necessary
• Generating CUIC reports and modifying/creating report definitions
• Troubleshooting call failures and addressing issues with Cisco Finesse login and EM login
• Solving CUBE issues with incoming and outgoing calls
• Managing PCCE 4k failover mechanisms between components
• Understanding CVP comprehensive call flows and PCCE 4k components (Rogger, AWHDS, PG, CVP, LD, CUIC)
• Familiarity with ICM and CVP traces for troubleshooting
• Deep understanding and experience with CUCM and phone registrations

For Speech log responsibilities, tasks include:

• Performing daily checks for Speech log setup, recorders, and speech analytics
• Managing daily requirements for adding new users, groups, and extensions
• Understanding host monitor and configuration manager settings
• Using SQL skills to generate reports and troubleshoot issues
• Creating email notification groups and rules
• Managing failover mechanisms for web and recorder servers

Language Requirements: Not specified.

For more information about Tata Consultancy Services, please visit their official website.

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