The Job

Track Manager - Cisco Contact Center

Technology, Data & Digital · IT Infrastructure & Security · Network Administration · IT Support · Systems Engineering

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In short

Manage and troubleshoot Cisco Contact Center voice and video networks in a large enterprise environment. Requires in-depth technical skills in Cisco Telephony, network administration, and incident/change management. This full-time, on-site role is based in Noida, India.

Responsibilities

  • Install, configure, administer, and troubleshoot voice, video, and Contact Centre networks.
  • Develop technical skills and advance knowledge in voice/video networking and Cisco solutions.
  • Solve complex product and network voice/video problems and act as a technical expert.
  • Utilize lab setups to debug broad and complex problems.
  • Manage TFTP services for Voice System CI software updates.
  • Monitor and troubleshoot voice and video quality.
  • Implement, monitor, support, and troubleshoot hardware and software for voice and video systems.
  • Administer telecom, conference room voice/video implementation, desktop video/audio conferencing, and web conferencing.
  • Participate in Change Advisory Board (CAB) meetings.
  • Handle on-call escalations.
  • Ensure process adherence and security compliance.
  • Prepare and review KB articles, share knowledge, and document processes.
  • Perform root cause analysis, problem management, and capacity/architectural management.
  • Ensure SLA compliance for tickets.

Requirements

  • Extensive hands-on technical skills in installation, configuration, administration, and advanced troubleshooting of voice, video, and Contact Centre networks in large enterprises.
  • In-depth understanding of Voice & Video networking technologies.
  • Specialization in Cisco Telephony & Contact Centre Solutions.
  • Effective planning, prioritization, and organizing skills.
  • Solid foundation in IP network voice/video communications protocols.
  • Experience with Incident Management & Change Management (Planning & Execution).
  • Experience in representation in Change Advisory Board (CAB) meetings.
  • Experience with Cisco SBC (CUBEs), Cisco Analog VGs, Cisco Voice Gateway.

Desired Qualifications

  • Advance beyond the fundamentals in at least one area.
  • Utilization of an increasing understanding of TAC and Cisco Services goals, objectives, and business to guide activities.
  • Acts as a focal point for account network problem resolution.
  • Is a technical expert in more than one area.
  • Customer feedback (Appreciations, CSAT survey results).
  • Value Add.
  • Training / Mentoring.
  • Experience of being able to highlight issues and solutions.

Benefits

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
  • Work for a global technology company with over 223,000 people across 60 countries.
  • Deliver industry-leading capabilities centered around digital, engineering, cloud, and AI.
  • Work with clients across all major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#Cisco#Contact Center#Voice#Video#Networking#Troubleshooting#Administration#Noida
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Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Noida, India

Applicants

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