Cisco Contact center engineer

About Our Company

Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection.

Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP.

Job Description

Contact Center Operations Engineer - Engineer will support all In-Scope Contact Center Technologies, proactively monitoring and quickly responding to hardware, software, and network Incidents. Candidate must have excellent written/verbal communication skills and work closely with vendor/contractor partners. Responsibilities include planning and implementing after-hours changes/upgrades to Voice and Contact Center related applications and infrastructure, completing detailed implantation plans/design documentation, and troubleshooting/resolving complex Incidents. Candidate must be able to provide expert-level troubleshooting, and end-to-end support/resolution of Service Requests.

Incident Management

Perform resolution for all Cisco Unified Contact Center infrastructure for all Incidents following Ameriprise Service Management processes.

Expert level troubleshooting and analysis for all In-Scope Technology.

Analysis and resolution of chronic or undetermined issues.

Deep dive analysis of Problems and Incidents.

Expert Analysis of device, server network performance logs to triage Incidents/Outages as they occur.

Problem Management

Provide technical expertise for Problem Management support (including RCA).

Analysis and resolution of chronic or undetermined issues.

Application based performance captures.

Change Management

Must be able to Implement technology changes, including after hours, to configure, upgrading and maintain supported technologies

Document detailed change implantation plans / procedures and be able to represent said plans during change management reviews

Work with ITIL and Change Management processes and comply with all security policies

OTHER BEHAVIORS

Build partnerships with Ameriprise CDO experts and Portfolio Architects.

Demonstrate continuous learning of Ameriprise Business and technical environment.

Work directly with manufacturer technical assistance or research and development.

Initiate conversations with escalated Ameriprise engineers and support vendors (i.e. Cisco TAC).

Required Qualifications

Degree in Computer Science, Engineering related field; or equivalent work experience. Preferred certification(s): UCCE Specialist, CCNP Collaboration.

Effective written and verbal communication skills and ability to articulate technical information across multiple organizational levels.

Demonstrate strong analytical, problem solving and debugging skills.

Should be flexible with the shifts depending upon the business requirement.

Engineer is expected to possess 7-10 years of experience and detailed working knowledge configuring, supporting, upgrading the following technologies

UCCE – Unified Contact Center Enterprise 11.6 - 12.5

ICM, AW/HDS, Routers, Loggers, Agent / VRU PG’s

CVP, Call Server, VXML server

SQL 2008 R2, 2016, Call analysis/Queries based on RCK / RCKD

CTI Integrations with 3rd party applications

CTISVR log collection & analysis

Agent Desktop software, Finesse / Other 3rd Party CRM’s

Basic ICM scripting knowledge, call routing/queueing design

ICM Web Setup, PG Setup, Script Editor, Configuration Manager

CUSP (SIP Proxy)

CUIC Reporting

Nuance ASR/TTS

F5 Load Balancers

CCE Integration eGain Chat & Click to Call

VMware software, ESXi B-series, C-series, vCenter

CUCM - Call Manager 11.5 - 12.5

Call Routing troubleshooting- Traces / Debug collection

Media Resources, MTP, Conference Bridge, XCODE, MRG / MRGL’s

System health monitoring - RTMT

CTI Route Point Configuration

Call routing configuration, Dial plan, Route patterns, hunt groups, route lists

SIP Trunking, ICT, H323, MGCP configuration

DRS Backup configuration

Patches (COP files, ES Upgrades)

Move, Add, Change administration

IOS ASR / ISR Voice & Data gateways

Experience with IOS patches and upgrades

SIP / ISDN debugs and troubleshooting skills

CUBE

VOIP dial peer configuration

Translation rules / DNIS / ANI

DSP Gateways (Media Resources)

VXML Gateways

Telephony services configuration

TFTP, firmware, MOH

Preferred Qualifications

Preferred certification(s): UCCE Specialist, CCNP Collaboration

In-Office Collaboration

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Full-Time/Part-Time

Full time

Timings

(2:00p-10:30p)

India Business Unit

AWMPO AWMP&S President's Office

Job Family Group

Technology

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual