Manager- Cisco Contact Center
Core
Lead the design, deployment, migration, and support of enterprise-scale Cisco Contact Center solutions for large organizations with 1,000+ agents.
Role type
Senior IC Manager (Cisco Contact Center)
Builds
Enterprise Contact Center infrastructure (UCCE, UCCX, Webex, CVP, ICM, CUCM)
Domain
Telecommunications / Contact Center Operations
Deliverable
production ML models | product features | infrastructure
Required skills
Cisco UCCE, Cisco CVP, Cisco Finesse, Cisco ICM Scripting, Cisco CUIC, Cisco CUCM, SIP Protocol, Voice Gateways, H.323, MGCP, PRI/ISDN, Call Routing, QoS, Webex Contact Center, Google Dialog Flow, CRM Integrations (Salesforce), Database Connectivity, Workforce Management Solutions, Technical Architecture, Root Cause Analysis, Capacity Planning, Cloud Migration, Automation, AI Integration
Preferred skills
CCNP Collaboration, CCIE Collaboration, Cisco Contact Center Specialist, Webex Contact Center Specialist, ITIL Foundation
Technologies
Cisco UCCE, Cisco CVP, Cisco Finesse, Cisco ICM, Cisco CUIC, Cisco CUCM, Webex Contact Center, Google Dialog Flow, Salesforce
Responsibilities
Lead design, deployment, migration, and support of enterprise-scale Cisco Contact Center solutions; Lead, coach, and develop a high-performing team of Contact Center engineers; Architect end-to-end solutions and review HLD/LLD; Lead troubleshooting and root cause analysis of critical voice incidents; Manage infrastructure lifecycle including upgrades, patching, and capacity planning; Drive modernization initiatives including cloud adoption and AI integration; Serve as escalation point for L2/L3 support teams; Mentor engineers and guide technical excellence.
Seniority
Senior, hands-on IC with people leadership