HCL TechTrack Lead - Cisco WebEx
About this role
Job Summary
Job Description – Cisco Webex Calling & Contact Center Managed Services Engineer Position Title Cisco Webex Calling & Contact Center Managed Services Engineer Role Summary We are seeking an experienced Cisco Webex Calling & Contact Center Engineer to provide managed services support for the organization\'s cloud-based collaboration and contact center environment. The engineer will be responsible for operational support, incident management, service monitoring, troubleshooting, and platform administration of Cisco Webex Calling, Webex Contact Center, RingCentral (2 Ring), and Calabrio Call Recording solutions. Key Responsibilities Provide operational support and administration for: Cisco Webex Calling Cisco Webex Contact Center 2 Ring platform Calabrio Call Recording platform Monitor platform health, performance, and service availability. Investigate, troubleshoot, and resolve incidents and service requests. Provide support for integrations from the Contact Center platform side for: Salesforce ServiceNow Participate in incident management and problem management activities. Provide on-call support during Priority 1 (P1) and Priority 2 (P2) incidents. Coordinate with OEM vendors and customer stakeholders as required for issue resolution. Maintain operational documentation, knowledge articles, and support procedures. Ensure adherence to SLA commitments and IT service management processes. Support Coverage Service coverage: 10x5 Support location: Offshore (India) Language support: English On-call support applicable for P1 and P2 incidents Required Skills Must-Have Skills Cisco Webex Calling Administration and Support Cisco Webex Contact Center Administration and Support VoIP and Unified Communications fundamentals Incident, Problem, and Change Management Troubleshooting of cloud collaboration platforms Experience with Salesforce and ServiceNow integrations Excellent verbal and written communication skills Good-to-Have Skills Calabrio Call Recording administration Contact Center operations and reporting SIP, PSTN, Call Routing, and Telephony concepts ITIL Foundation knowledge Experience working in managed services environments Scope Assumptions Migration from on-premises solutions (CUCM and UCCX) to Cisco Webex Calling and Webex Contact Center will be completed before the transition phase begins. Any activity exceeding 40 hours shall be treated as a separate project and commercial engagement. Managed services scope includes only: Cisco Webex Calling Cisco Webex Contact Center 2 Ring Calabrio Call Recording Support for Salesforce and ServiceNow integrations will be provided only from the Contact Center platform perspective. Offshore support coverage of 10x5 in English language is included. On-call support will be provided for P1 and P2 incidents only Experience Required: 5–10+ Years Work Location: Offshore (India) Employment Type: Managed Services / Operations Support Role
Key Responsibilities
Job Description – Cisco Webex Calling & Contact Center Managed Services Engineer Position Title Cisco Webex Calling & Contact Center Managed Services Engineer Role Summary We are seeking an experienced Cisco Webex Calling & Contact Center Engineer to provide managed services support for the organization\'s cloud-based collaboration and contact center environment. The engineer will be responsible for operational support, incident management, service monitoring, troubleshooting, and platform administration of Cisco Webex Calling, Webex Contact Center, RingCentral (2 Ring), and Calabrio Call Recording solutions. Key Responsibilities Provide operational support and administration for: Cisco Webex Calling Cisco Webex Contact Center 2 Ring platform Calabrio Call Recording platform Monitor platform health, performance, and service availability. Investigate, troubleshoot, and resolve incidents and service requests. Provide support for integrations from the Contact Center platform side for: Salesforce ServiceNow Participate in incident management and problem management activities. Provide on-call support during Priority 1 (P1) and Priority 2 (P2) incidents. Coordinate with OEM vendors and customer stakeholders as required for issue resolution. Maintain operational documentation, knowledge articles, and support procedures. Ensure adherence to SLA commitments and IT service management processes. Support Coverage Service coverage: 10x5 Support location: Offshore (India) Language support: English On-call support applicable for P1 and P2 incidents Required Skills Must-Have Skills Cisco Webex Calling Administration and Support Cisco Webex Contact Center Administration and Support VoIP and Unified Communications fundamentals Incident, Problem, and Change Management Troubleshooting of cloud collaboration platforms Experience with Salesforce and ServiceNow integrations Excellent verbal and written communication skills Good-to-Have Skills Calabrio Call Recording administration Contact Center operations and reporting SIP, PSTN, Call Routing, and Telephony concepts ITIL Foundation knowledge Experience working in managed services environments Scope Assumptions Migration from on-premises solutions (CUCM and UCCX) to Cisco Webex Calling and Webex Contact Center will be completed before the transition phase begins. Any activity exceeding 40 hours shall be treated as a separate project and commercial engagement. Managed services scope includes only: Cisco Webex Calling Cisco Webex Contact Center 2 Ring Calabrio Call Recording Support for Salesforce and ServiceNow integrations will be provided only from the Contact Center platform perspective. Offshore support coverage of 10x5 in English language is included. On-call support will be provided for P1 and P2 incidents only Experience Required: 5–10+ Years Work Location: Offshore (India) Employment Type: Managed Services / Operations Support Role
Skill Requirements
Job Description – Cisco Webex Calling & Contact Center Managed Services Engineer Position Title Cisco Webex Calling & Contact Center Managed Services Engineer Role Summary We are seeking an experienced Cisco Webex Calling & Contact Center Engineer to provide managed services support for the organization\'s cloud-based collaboration and contact center environment. The engineer will be responsible for operational support, incident management, service monitoring, troubleshooting, and platform administration of Cisco Webex Calling, Webex Contact Center, RingCentral (2 Ring), and Calabrio Call Recording solutions. Key Responsibilities Provide operational support and administration for: Cisco Webex Calling Cisco Webex Contact Center 2 Ring platform Calabrio Call Recording platform Monitor platform health, performance, and service availability. Investigate, troubleshoot, and resolve incidents and service requests. Provide support for integrations from the Contact Center platform side for: Salesforce ServiceNow Participate in incident management and problem management activities. Provide on-call support during Priority 1 (P1) and Priority 2 (P2) incidents. Coordinate with OEM vendors and customer stakeholders as required for issue resolution. Maintain operational documentation, knowledge articles, and support procedures. Ensure adherence to SLA commitments and IT service management processes. Support Coverage Service coverage: 10x5 Support location: Offshore (India) Language support: English On-call support applicable for P1 and P2 incidents Required Skills Must-Have Skills Cisco Webex Calling Administration and Support Cisco Webex Contact Center Administration and Support VoIP and Unified Communications fundamentals Incident, Problem, and Change Management Troubleshooting of cloud collaboration platforms Experience with Salesforce and ServiceNow integrations Excellent verbal and written communication skills Good-to-Have Skills Calabrio Call Recording administration Contact Center operations and reporting SIP, PSTN, Call Routing, and T