Contract Duration: 12 Months
Employment Type: Contract
About the RoleWe are seeking an experienced Senior Contact Centre Engineer to join a major enterprise technology program focused on upgrading and modernising a Cisco Contact Centre environment. This is a hands-on technical role requiring deep expertise in Cisco Unified Contact Center Enterprise (UCCE), with a strong preference for candidates who have successfully led a full end-to-end upgrade from Cisco UCCE version 12.6 to version 15.
The successful candidate will take ownership of the upgrade lifecycle from planning and architecture through implementation, testing, migration, and production deployment. This role offers the opportunity to lead a business-critical transformation initiative within a large-scale enterprise environment.
Key Responsibilities Lead End-to-End Cisco Contact Centre Platform Upgrades
- Own and deliver the complete upgrade of Cisco UCCE from version 12.6 to version 15.
- Manage all phases of the project, including planning, design, implementation, testing, migration, and go-live support.
- Coordinate upgrade activities with business stakeholders, operational teams, and technology partners.
- Design and deploy Cisco contact centre infrastructure and services.
- Configure and optimise call routing, agent desktops, reporting platforms, IVR integrations, and related contact centre technologies.
- Ensure solutions meet operational, performance, and customer experience requirements.
- Provide technical leadership across the contact centre environment.
- Develop scalable, resilient, and highly available platform architectures.
- Drive best practices for contact centre engineering and operational excellence.
- Develop detailed migration and upgrade plans.
- Conduct impact assessments and risk analysis.
- Create rollback strategies, implementation runbooks, and maintenance schedules.
- Lead deployment planning and cutover activities.
- Configure and optimise Cisco UCCE components and supporting technologies.
- Fine-tune call flows, routing scripts, reporting solutions, and system performance.
- Ensure platform stability and reliability.
- Collaborate with internal engineering teams to integrate contact centre platforms with:
- CRM platforms
- Workforce Management (WFM) systems
- Analytics and reporting platforms
- Telephony and unified communications environments
- Other enterprise applications
- Lead functional, integration, performance, and user acceptance testing activities.
- Validate upgrade outcomes and ensure successful production readiness.
- Support defect resolution and quality assurance processes.
- Provide advanced troubleshooting and root cause analysis for complex contact centre issues.
- Support production environments and minimise operational disruptions.
- Work closely with vendors and support teams to resolve critical incidents.
- Produce and maintain technical documentation including:
- Solution architecture diagrams
- Configuration documentation
- Upgrade and deployment runbooks
- Operational support procedures
- Provide knowledge transfer to operational and support teams.
- Collaborate with network, infrastructure, operations, vendor, and business teams.
- Provide technical guidance and regular project updates to stakeholders.
- Support successful delivery of contact centre transformation initiatives.
- Extensive hands-on experience with Cisco Unified Contact Center Enterprise (UCCE).
- Proven experience leading full lifecycle Cisco UCCE upgrades.
- Strong preference for candidates with direct experience upgrading Cisco UCCE from version 12.6 to version 15.
- Deep understanding of contact centre architecture, call routing, IVR, agent desktops, reporting, and integration services.
- Experience integrating contact centre platforms with enterprise applications and telephony environments.
- Strong troubleshooting and problem-solving capabilities.
- Experience creating technical documentation, migration plans, and operational procedures.
- Excellent stakeholder management and communication skills.
Click Apply Now or send your updated resume directly to cez.gopela@peoplebank.com.au for priority consideration and a faster application process.
If you'd like to learn more about the role before applying, feel free to reach out for a confidential discussion.
Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.
