CVP - Cisco Unified Customer Voice Portal - Chennai - Servion Global Solutions

Description

**Job Title:** Supporting Expert for Cisco UCCE/UCCX IVR

About the Role:

We are seeking a skilled professional to provide critical support for our Cisco Unified Contact Center Enterprise (UCCE) and Unified Customer Contact (UCCX) Interactive Voice Response (IVR) application and environment. As a key member of our team, you will be responsible for troubleshooting production issues, ensuring smooth application deployment and models, and collaborating with customers and stakeholders to resolve problems.

Key Responsibilities:

• Provide expert-level technical support for Cisco UCCE/UCCX IVR application and environment
• Troubleshoot production issues and perform root cause analysis
• Collaborate with customers and stakeholders to resolve problems
• Develop and maintain technical product documentation
• Track and update key performance metrics
• Serve as a point of contact for service delivery issues, pending work, and escalations
• Contribute to process improvements and maintain knowledge base and documentation
• Perform change management in accordance with established procedures
• Handle escalations and participate in regular operational meetings

Requirements:

• Minimum 3-5 years of experience with Cisco technologies (UCCE/UCCX)
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Good understanding of Java and web application deployment
• Knowledge of Voice XML (VXML) Architecture and VXML elements
• Experience with databases like SQL Server 2005 and 2008
• Proficiency in repository tools like CVS and SVN
• Ability to learn new technologies and adapt to changing environments

What We Offer:

• A dynamic work environment with opportunities for growth and development
• Collaborative team atmosphere with customer-centric approach
• Competitive compensation and benefits package
• Chance to work with cutting-edge technologies and innovations