UCCE Consultant - SC Cleared

UCCE Consultant - SC Cleared

+ 9 month initial contract

+ £560 to £625 per day

+ Hybrid working out of Berkshire

+ Inside IR35

Key Skills:

• UCCE
• WxCCE
• SC Cleared

We are looking for a skilled UCCE Engineer to join our team and take ownership of Cisco Unified Contact Center Enterprise environments. You'll be responsible for designing, implementing, supporting, and optimizing enterprise-level contact center solutions. This role requires a mix of technical expertise, troubleshooting skills, and stakeholder engagement to ensure seamless, resilient, and scalable voice/contact center operations.

Key Responsibilities

• Design, configure, and deploy Cisco UCCE solutions including ICM, CVP, CUIC, CUCM, and Finesse.

• Manage integrations with third-party systems (WFM, CRM, CTI, SIP gateways, etc.).

• Monitor and troubleshoot voice infrastructure, ensuring high availability and performance.

• Perform regular upgrades, patching, and capacity planning.

• Support end-to-end call flows, routing scripts, and reporting solutions.

• Create and maintain technical documentation, diagrams, and knowledge base articles.

• Collaborate with business and IT stakeholders to gather requirements and deliver scalable solutions.

• Provide tier-3 support for complex incidents and root cause analysis.

• Ensure compliance with security and data governance standards.

Required Skills & Experience

• Proven experience working as a UCCE Engineer in enterprise environments.

• Strong knowledge of Cisco UCCE components: ICM, CVP, CUIC, CUCM, Finesse.

• Proficiency in scripting and call routing strategies.

• Solid understanding of SIP, VoIP, and telephony protocols.

• Experience with CTI integrations and multi-channel contact center solutions.

• Good troubleshooting skills across network, voice, and application layers.

• Cisco Webex - WxCCE

• Familiarity with Windows Server, SQL Server, and Active Directory in a UCCE context.

• Ability to work under pressure and resolve issues in mission-critical environments.

Desirable Skills

• Cisco certifications (CCNP Collaboration, CCIE Collaboration, or equivalent).

• Knowledge of Genesys, Avaya, or other CCaaS platforms.

• Exposure to cloud-based contact centers (Webex CC, Amazon Connect, Five9, etc.).

• Experience with automation tools, scripting (PowerShell, Python), or APIs.