UCCE Engineer

Role: UCCE Engineer Location: Remote Job Description: knowledge in IPT, UCCE, UCCX, PCCE, call center operational dynamics, CTI (Computer Telephony Integration), and Enterprise Reporting utilizing Cisco Packaged CCE (Contact Center Enterprise) solutions. Key Skills: IPT, UCCE, UCCX, PCCE

• Resolving customer major problems and queries and attending weekly calls to address the issues and concerns.

• Log, Resolve, track all queries and update the system accordingly
• Take ownership of all queries, Identify and highlight issues to relevant departments for resolution and follow through until resolved
• Communicate regularly with the customer making sure they are kept informed at all times of the status of their issue(s) until resolution is in place
• Identify gaps in the customer's support agreement as sales opportunities and notify 'Sales' to quote customer
• To keep informed of new changes / defects that have been made to the program
• Production and submission of documentation in line with company procedures and submitted in a timely manner.
• Contribute to the development of peers by coaching and mentoring less experienced team members.
• Excellent written and verbal communication skills with the ability to communicate at manager and user level
• Ability to present in a professional and structured manner with diverse groups of individuals
• Be able to investigate issues and devise effective solutions in a systematic and logical manner
• Be able to investigate issues and generate an effective solution in a systematic and logical manner
• Maintain professional communication and maintain a professional image in all situations
• Work conscientiously and use own initiative
• Adopt a positive, pro-active approach to work
• Ability to recognize how, when and to whom an issue should be escalated.
• Be calm under pressure and manage stressful situations
• Ability to delegate and supervise activities and tasks