Track Manager - Cisco Contact Center
Technology, Data & Digital · IT Infrastructure & Security · DevOps · Systems Engineering
In short
HCLTech is seeking a senior Track Manager for Cisco Contact Center in Chennai, Tamil Nadu. The role involves providing production support for Genesys Cloud and Verint WFM, managing incidents, service requests, and changes with a strong adherence to ITIL processes. Key responsibilities include SLA governance, escalation management, and driving continuous service improvement.
Responsibilities
- Provide production support for the Genesys Cloud contact center platform and integrated Verint WFM functions.
- Govern the SLA and handle escalation management.
- Drive continuous service improvement in accordance with Customer processes.
Requirements
- Strong in incident, service request, and change management.
- Proficient in RCA and ITIL processes.
- Ability to update SOP/KEDB and maintain them.
Desired Qualifications
- As a senior resource, should govern the SLA and handle escalation management.
- Experience with Cisco Contact Center, Genesys Cloud, and Verint WFM.
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.
#Cisco Contact Center#Genesys Cloud#Verint WFM#ITIL#SLA Management#Escalation Management#Service Improvement
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
Chennai, India
Applicants
Be an early applicant