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Contact Center Engineer / Senior SME
Location - London, UK
Onsite role - 5 days from office
Job Description
We are seeking a Contact Center Engineer / Senior SME to own high‑severity, complex, and business‑critical incidents across Genesys Cloud CX and Cisco Unified Contact Center Enterprise (UCCE) platforms supporting mission‑critical enterprise Voice Network.
This role acts as the final escalation point (L3) and provides deep technical leadership across cloud and on‑prem contact center architectures, including voice media, routing, integrations, and underlying network and infrastructure dependencies. The engineer will lead cross‑functional triage, perform deep root‑cause analysis, guide platform stability initiatives, and mentor Level‑2 engineers.
Key Responsibilities
Incident & Problem Management (Genesys Cloud CX & UCCE)
- Act as L3 escalation for all high‑severity P1/P2 contact center incidents across Genesys Cloud CX and Cisco UCCE.
- Lead technical triage, incident bridges, and resolution strategy during major outages in coordination with the Technical Manager.
- Perform deep root cause analysis (RCA) across contact center applications, voice, network, IVR, CRM, and infrastructure layers.
- Identify systemic weaknesses and eliminate repeat incidents through structural corrective actions.
- Author executive‑ready RCA documents including business impact, preventive actions, and long‑term remediation plans.
- Drive problem management, corrective action tracking, and service stabilization initiatives.
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Voice, Media & Network Engineering
- Own advanced troubleshooting of SIP signaling, call setup, and session negotiation (Genesys Cloud CX & UCCE).
- Diagnose RTP media issues including one‑way audio, packet loss, jitter, latency, and codec mismatches.
- Lead investigations involving SBCs, gateways, carriers, PSTN, and hybrid cloud/on‑prem voice paths.
- Collaborate with network and security teams on NAT, firewall rules, QoS, load balancing, and voice path optimization.
Cisco UCCE / CVP / CUCM Responsibilities (Added Scope)
- Provide L3 operational and troubleshooting support for Cisco UCCE contact center environments.
- Troubleshoot and support core UCCE components, including:
- UCCE (PG, Rogger, AW, HDS)
- CUCM call control and SIP trunks
- CVP (Call Server, VXML, Reporting)
- ICM scripting, routing logic, and call flow behavior
- Diagnose call routing failures, agent state issues, peripheral gateway problems, and CTI integration defects.
- Support CTI integrations with CRM systems and third‑party applications.
- Analyze logs, router traces, CVP logs, CUCM traces, and network captures to isolate complex issues.
- Partner with Cisco TAC and internal infrastructure teams during critical incidents.
- Support hybrid contact center environments, including coexistence or migration scenarios between UCCE and Genesys Cloud CX.
Architecture & Platform Engineering
- Design, review, and optimize:
- End‑to‑end contact center call flows (Genesys & UCCE)
- Routing strategies and interaction handling models
- Integration, redundancy, and failover patterns
- Review and approve high‑risk production changes, ensuring rollback and recovery plans are clearly defined.
- Own deep understanding of platform limits, capacity thresholds, and scaling behavior.
- Define and validate disaster recovery, failover, and high‑availability strategies.
- Maintain accurate architecture diagrams, call flow designs, and failure‑mode documentation.
Integrations & Ecosystem
- Troubleshoot complex integrations involving:
- Salesforce CTI, APIs, OAuth, and data synchronization
- Microsoft Dynamics CRM
- UCCE CTI / CVP / third‑party integrations
- Act as technical liaison between:
- Genesys vendor support
- Cisco TAC
- Network, voice, SBC, and carrier teams
- CRM and application teams
- Security, IAM, and compliance teams
- Challenge vendor or carrier conclusions when technical evidence indicates alternate root causes.
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Change Governance & Production Readiness
- Review changes for risk assessment, production readiness, and operational impact across both platforms.
- Provide technical approval guidance for CAB and high‑risk changes.
- Validate upgrades, patches, and new feature rollouts from a stability and resilience standpoint.
- Ensure operational readiness before go‑live, including fallback and monitoring strategies.
Operational Excellence & Technical Leadership
- Drive MTTR reduction through engineering improvements and root‑cause elimination.
- Design or guide proactive monitoring, diagnostics, and health‑check automation initiatives.
- Mentor and guide Level‑2 engineers on advanced troubleshooting and architecture best practices.
- Maintain and evolve SOPs, operational runbooks, and architecture documentation.
- Contribute to continuous service improvement initiatives across Run Units.
Required Skills & Experience
- 6–10+ years of experience supporting enterprise contact center platforms.
- Strong hands‑on experience with Genesys Cloud CX.
- Proven L3 support experience with Cisco UCCE, including CUCM and CVP.
- Expert‑level understanding of:
- Contact center routing, call flows, and agent states
- SIP, RTP, voice gateways, SBCs, and carrier interconnects
- Experience with CRM integrations (Salesforce, Dynamics).
- Proven ability to lead P1/P2 incident bridges and cross‑team resolution.
- Strong experience in large enterprise, MSP, or Run Unit (RU) environments.
- Ability to communicate complex technical issues clearly to stakeholders and executives.
Preferred / Good‑to‑Have
- Genesys Cloud CX Professional or Specialist certification
- Cisco certifications (CCNP Collaboration, UCCE exposure)
- Cloud networking and security knowledge (AWS, IAM concepts)
- Automation, scripting, or health‑check development experience
- Experience supporting regulated or high‑availability environments
Key Behavioral Attributes
- Strong technical ownership and decision‑making capability
- Calm, authoritative leadership during crisis situations
- Structured analytical mindset with strong RCA focus
- Mentorship‑oriented and documentation‑driven
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