[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All Tata Consultancy Services jobs](https://jobs.opennash.com/companies/tata-consultancy-services/) · [Search jobs](/search/) Tata Consultancy Services · Research Triangle Park, NC # UCCE Tier-2 Engineer Research Triangle Park, NC $64,000 - $100 Operations Last seen on Tata Consultancy Services’s official careers site on August 1, 2026; it may have closed since. [Apply on Tata Consultancy Services’s careers site →](https://ibegin.tcsapps.com/candidate/jobs/417255J) [OpenNash Jobs](https://jobs.opennash.com/) / [Tata Consultancy Services](https://jobs.opennash.com/companies/tata-consultancy-services/) / UCCE Tier-2 Engineer ## Job description ### Must Have Technical/Functional Skills A UCCE Tier 2 Engineer is responsible for the advanced support, troubleshooting, configuration, and maintenance of Cisco Unified Contact Center Enterprise solutions. This role involves working with complex contact center environments, including multi-site deployments, integration with Cisco Unified Communications Manager, Cisco Finesse, and other contact center components. ### Key Responsibilities - Provide Tier 2 technical support for Cisco Unified Contact Center Enterprise (UCCE) systems. - Troubleshoot and resolve complex issues related to call routing, agent and supervisor desktops, CTI integrations, and multi-channel contact center features (voice, chat, email). - Manage and maintain core UCCE components such as Call Router, Logger, Peripheral Gateway (PG), Administration & Data Servers, and Live Data Server. - Support integration and configuration of Cisco Unified Customer Voice Portal (CVP), Cisco Finesse, and Cisco Unified Communications Manager. - Perform system monitoring, health checks, and performance tuning to ensure high availability and fault tolerance. - Collaborate with Tier 1 support, network teams, and application teams to resolve escalated issues. - Assist in deployment, upgrades, and patching of UCCE environments. - Utilize diagnostic tools and logs (e.g., CVP logs, router logs, call flow tools) for troubleshooting. - Document technical procedures, configurations, and troubleshooting steps. - Participate in on-call rotation for after-hours support. ### Required Skills and Experience - Strong knowledge of Cisco Unified Contact Center Enterprise architecture and components. - Experience with multi-site and multi-cluster UCCE deployments. - Proficiency in troubleshooting call flows, routing scripts, and CTI integrations. - Familiarity with Cisco Unified Communications Manager and Cisco Finesse. - Understanding of contact center protocols and technologies (SIP, VXML, JTAPI). - Experience with diagnostic and monitoring tools such as Wireshark, CVP Call Flow Tool, and Log Analysis. - Ability to work in a fast-paced environment and handle escalated technical issues. - Good communication skills for collaboration with cross-functional teams and customers. ### Preferred Qualifications - Cisco certifications related to Contact Center technologies (e.g., CCNP Collaboration). - Experience with Cisco Unified Contact Center Enterprise (UCCE), Cisco Packaged Contact Center Enterprise (PCCE) or Hosted Collaboration Solution for Contact Center (HCS-CC). - Knowledge of contact center reporting tools like Cisco Unified Intelligence Center (CUIC). ### Salary Range $64,000 - $100000 a year #LI-CM2