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 and transformation initiatives
Domain
Telecommunications / Customer Experience
Required skills
Cisco UCCE, Cisco CVP, Cisco Finesse, Cisco ICM Scripting, Cisco CUIC, Cisco CUCM, Webex Contact Center, SIP Protocol, Voice Gateways, Call Routing, QoS, Cloud Migration, CRM Integrations, Salesforce, Team Leadership, Stakeholder Management, Project Management, Root Cause Analysis, Capacity Planning
Preferred skills
CCNP Collaboration, CCIE Collaboration, Cisco Contact Center Specialist, Webex Contact Center, 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 and deployment of Cisco Contact Center solutions; Mentor and develop high-performing engineering teams; Partner with senior leadership to align technical objectives with business goals; Architect end-to-end solutions and review HLD/LLD; Lead troubleshooting and root cause analysis for critical incidents; Manage infrastructure lifecycle including upgrades and patching; Drive modernization initiatives like cloud adoption and AI integration; Serve as escalation point for L2/L3 support.
Seniority
Senior, hands-on IC with people leadership
