Manager- Cisco Contact Center

Overview

Lead the design, implementation, migration and support of enterprise Cisco Contact Center solutions while leading and developing a team of Contact Center engineers and specialists.

What you'll do

• Lead the design, deployment, migration, and support of enterprise-scale Cisco Contact Center solutions.
• Lead, coach, and develop a high-performing team of Contact Center engineers and technical specialists, fostering a culture of accountability, collaboration, and continuous improvement.
• Partner with senior leadership and cross-functional stakeholders to align team objectives with organizational goals, drive change management, and support business transformation initiatives.
• Partner effectively with engineering teams, technical leads, and cross-functional stakeholders to drive alignment, accelerate delivery, and ensure successful execution of strategic initiatives.
• Demonstrate strong communication skills with the ability to translate complex technical concepts into business outcomes, engaging effectively with both technical teams and business leadership.
• Exhibits a strong understanding of technical and business concepts, with the ability to distill complexity into clear, actionable recommendations for diverse stakeholders.
• Provide leadership for Contact Center projects, upgrades, migrations, and transformation initiatives.
• Architect end-to-end Cisco Contact Center solutions aligned with business requirements and best practices.
• Develop and review High-Level Design (HLD), Low-Level Design (LLD), and operational documentation.
• Lead troubleshooting and root cause analysis of critical voice and contact center incidents.
• Collaborate with business stakeholders, customers, vendors, and internal teams to drive successful project delivery.
• Manage Contact Center infrastructure lifecycle including upgrades, patching, performance tuning, and capacity planning.
• Drive modernization initiatives including cloud adoption, automation, AI integration, and digital channels.
• Serve as the escalation point for L2/L3 support teams.
• Mentor and guide engineers, fostering technical excellence and knowledge sharing.
• Participate in customer presentations, solution workshops, RFP responses, and technical governance reviews.
• Ensure adherence to SLAs, security standards, compliance requirements, and operational best practices.
• Provide strategic direction and resource planning to ensure optimal team capacity, capability development, and successful delivery of business-critical initiatives.
• Mentor team members through regular coaching, skill development programs, and knowledge-sharing initiatives to build technical and leadership capabilities.

What you'll need

• 14+ years of experience in designing, implementing, managing, and transforming enterprise Contact Center solutions.
• Deep expertise in Cisco Contact Center technologies.
• Hands-on experience across Cisco Contact Center platforms, including UCCE, UCCX, CVP, Finesse, CUIC, ICM, CUCM, and Webex Contact Center.
• Strong exposure to cloud, automation, and customer experience transformation programs.
• Strong people leadership experience, including leading high-performing engineering and support teams, driving talent development, performance management, workforce planning, stakeholder management, and fostering a culture of innovation, collaboration, and operational excellence.
• Bachelor's degree in engineering, Computer Science, Information Technology, or related field.
• Experience managing and supporting large-scale contact center environments with 1,000+ agents.
• Proven track record of leading implementation and migration projects.

Nice to have

• CCNP Collaboration
• CCIE Collaboration (Highly Preferred)
• Cisco Contact Center Specialist Certifications
• Webex Contact Center Certifications
• ITIL Foundation

Details

• Location: Noida, Uttar Pradesh, India
• Full-time
• Timings: 2:00p-10:30p
• In-office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time.