Senior Manager – Cisco UCCE

This is a fully remote position, open to applicants in Egypt, +1 more country.

📋 Description

• Oversee the management, strategy, and implementation of IT infrastructure.

• Ensure that systems and technology services are in alignment with business objectives and operational requirements.

• Maintain UCCE servers, which include AW, PG, Rogger, CVP, Finesse, and CUCM.

• Manage Windows Server environments that support UCCE.

• Conduct server builds, upgrades, and patching activities.

• Monitor server performance, including CPU, memory, storage, and overall system health.

• Provide support for Cisco UCCE application services.

• Troubleshoot infrastructure issues that impact call routing or agent availability.

• Manage upgrades, migrations, and system refresh projects.

• Ensure high availability and redundancy in system architecture.

• Monitor UCCE components utilizing monitoring tools.

• Investigate system alerts and outages affecting service.

• Conduct root-cause analysis for infrastructure failures.

• Collaborate with Cisco TAC and vendors as necessary.

• Manage backups for UCCE servers and related databases.

• Assist in disaster recovery testing and failover procedures.

• Implement security hardening for operating systems and infrastructure.

• Ensure compliance with enterprise-level security standards.

• Collaborate with network, voice, database, and application teams.

• Support change management and release processes.

• Document infrastructure designs and operational procedures.

• Interface with clients from Fortune 500 companies.

⛳️ Requirements

• Must be comfortable interacting with Fortune 500 clients.

• Willingness to travel approximately 10% of the time.

• Ability to work various off-shift hours and weekends.

• Participation in a 24x7 on-call rotation is required.

• Knowledge of Cisco Contact Center.

• Understanding of Cisco UCCE architecture.

• Experience with CVP, Finesse, and CUCM integration.

• Basic knowledge of ICM scripting.

• Proficiency in Windows Server administration.

• Familiarity with VMware/virtualization platforms.

• Knowledge of Active Directory and DNS.

• Understanding of storage and backup technologies.

• Windows/VMware certifications along with UCCE are preferred.

• 10–20 years of relevant experience.

• Any Graduate/Post Graduate degree.

🏝️ Benefits

• Employees have the option to work remotely.

• We are an equal opportunity employer.

• Our work environment is focused on diversity.