Senior Administrator - Cisco Contact Center
India
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Job Description
Senior Administrator - Cisco Contact Center
Others, Uttar Pradesh

Job Summary

Responsible for day-to-day operations, monitoring, and L1/L2-level support of NICE CXone platform ensuring SLA adherence and service continuity.

Manage users, roles, teams, licensing, and agent setup Support ACD routing (skills, queues, DNIS/ANI, callbacks, voicemails) Perform basic IVR / Studio script updates and testing Handle incident triage (L1/L2), severity classification, and vendor coordination Monitor and support CRM/CTI integrations and SSO issues Execute approved changes, UAT validation, and production checks Maintain runbooks, SOPs, and knowledge articles Provide incident updates and stakeholder communication

 Stakeholder management\\\\r\\\\nAnalytical thinking and troubleshooting\\\\r\\\\nAbility to handle high-pressure incidents calmly 


Key Responsibilities

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Skill Requirements

NICE CXone platform administration ACD / Omnichannel routing configuration CXone Studio / IVR scripting API integrations (REST, SSO, CTI) Contact center operations and workflows

Other Requirements

ITIL-based Incident, Problem, and Change Management Production support and release management practices Strong communication (verbal & written)
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.