> Markdown version of [/jobs/ext/3870026-ucce-l3-infrastructure-engineer](https://www.wearedevelopers.com/jobs/ext/3870026-ucce-l3-infrastructure-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# UCCE L3 Infrastructure Engineer

- **Company:** Servion Global Solutions
- **Location:** Princeton, NJ, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Amazon Web Services, Interactive Voice Response, Cisco Unified Communications Manager, Command-Line Interface, Software Code Optimization, Computer Telephony Integration, Disaster Recovery, Trunking, Monitoring of Systems, Windows PowerShell, Regression Testing, Migration Manager, Simple Network Management Protocols, Wireshark, VoiceXML, Cisco WebEx, Scripting, Load Balancing, Cisco Unified Contact Center Enterprise (UCCE), Restful APIs, Cisco
- **Published:** October 22, 2026
- **Apply:** https://www.careerboard.com/us/en/find-jobs-in-United-States/-E5058EBA3104788576/

## About the Role

* 5+ years of experience in Cisco UCCE environment.
 * Deep hands-on expertise with CUCM, CVP, ICM, PGs, Finesse, CTI OS, and Gateways.
 * Strong experience in UCCE Scripting (ICM Script Editor), dial plan management, survivability, and SIP/RTP troubleshooting.
 * Knowledge of call flow architecture, IVR, VXML gateways, SIP trunking.
 * Familiar with tools: RTMT, CVP Ops Console, Unified System CLI, Wireshark, SNMP monitoring tools.
 * Cisco certifications preferred: CCNP Collaboration, CCIE Collaboration, or equivalent.
 * Familiar with cloud/hybrid CC models (eg, Webex CC, AWS Connect) is a plus.

## Description

The UCCE L3 Infrastructure Engineer acts as a Subject Matter Expert (SME) in Cisco Unified Contact Center Enterprise (UCCE) systems. This role involves deep-level troubleshooting, solution design input, platform optimization, RCA delivery, and strategic improvements to infrastructure stability. The L3 engineer also provides guidance to L1/L2 teams, participates in project rollouts, and serves as the final escalation point for critical issues.

Role

Key Roles & Responsibilities:

Advanced Troubleshooting & RCA:

 * Handle high-impact and unresolved issues escalated from L2 engineers.
 * Conduct root cause analysis (RCA) and publish technical findings.
 * Lead conference bridges and engage with Cisco TAC for P1/P2 issues.

Design Review & Implementation:

 * Participate in architecture reviews and validate solution designs.
 * Implement complex configuration changes and new deployments (PGs, CVP clusters, CVP comprehensive setups, survivability strategies, etc.).
 * Work on high-availability, failover designs, load balancing, and disaster recovery planning.

Platform Upgrades & Migrations:

 * Plan and execute upgrades, migrations, and version changes (CUCM, CVP, ICM, Finesse, etc.).
 * Perform regression testing and post-change validations.

Automation & Optimization:

 * Develop scripts or tools for monitoring, reporting, and automated maintenance tasks (eg, using PowerShell, REST APIs, etc.).
 * Tune system performance, reduce call drops, optimize routing logic.

Governance & Process Control:

 * Own and maintain SOPs, operational checklists, and infrastructure baselines.
 * Ensure compliance with security and audit guidelines (patching, hardening, access control).
 * Participate in risk assessments and support business continuity planning.

Mentoring & Collaboration:

 * Guide and mentor L1 and L2 engineers.
 * Lead technical trainings and KT sessions.
 * Collaborate with network, security, and application teams on cross-domain solutions and projects.