Join Capgemini to ensure seamless connectivity, operational excellence, and superior customer experience through proactive network monitoring and incident management. This role offers a collaborative environment to build expertise in Telecom and ISP operations while supporting critical network and service platforms. You will be instrumental in maintaining and enhancing our Cisco Contact Center and Unified Communications infrastructure.

Administer, support, and troubleshoot Cisco Contact Center and Unified Communications environments. Manage Cisco Unified Contact Center Enterprise (UCCE) infrastructure for high availability and optimal performance. Configure, maintain, and troubleshoot CUIC, CVP, ICM, CVR, and Contact Center applications. Develop and modify ICM/UCCE call routing scripts using Cisco Script Editor. Perform call flow modifications, holiday routing, and Contact Center configuration updates. Troubleshoot agent desktop issues across Finesse, CTIOS, AppSpace, and PG environments. Analyze UCCE, CVP, CUIC, Agent Desktops, and voice infrastructure issues. Execute database queries and analyze UCCE schema for troubleshooting and reporting. Support Cisco Unified Communications solutions including CUCM, Unity Connection, IM & Presence, Voice Gateways, CUBE, and UCCX. Perform packet capture analysis and review logs for complex issue resolution. Participate in incident, problem, and change management activities following ITIL processes.

Requires 4+ years of experience in Contact Center technologies, specifically Cisco Unified Contact Center Enterprise (UCCE), CUIC, ICM, CVP, and CVR. Proficiency in UCCE Script Editor and Call Routing Scripting is essential. Experience with Cisco Finesse, CTIOS, AppSpace, and Peripheral Gateway (PG) is mandatory. Strong knowledge of Unified Communications & Voice Technologies including CUCM, Unity Connection, IM & Presence, Voice Gateways, CUBE, and UCCX is required. Experience with IPT solutions and ITIL processes is necessary. Ability to perform database queries, packet capture analysis, and provide 24x7 production support is crucial. Collaboration with cross-functional teams and creation of technical documentation are key aspects of this role.