Senior Administrator - Cisco Contact Center
India
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Job Description
Senior Administrator - Cisco Contact Center
Gautam Buddha Nagar, Uttar Pradesh

Job Summary

The Senior Administrator in Support & Operations will play a critical role in delivering advanced technical support and effective troubleshooting for complex incidents within the Cisco Call Center environment. This position is pivotal in ensuring a seamless customer experience, enhancing operational efficiency, and maintaining high-quality standards in line with regulatory requirements.

Contact Center - Amazon Connect L3 Resource Position Overview We are seeking an experienced Amazon Connect L3 Resource to manage, develop, and optimize our contact center solutions using Amazon Connect and related AWS services. This role requires strong expertise in DevOps, serverless architecture, and microservice development, along with a deep understanding of contact center operations. Key Responsibilities Amazon Connect Management: Configure, manage, and optimize Amazon Connect and surrounding AWS services entirely as code for contact center operations, ensuring smooth customer interactions and efficient omnichannel routing. Serverless Function / Microservice Development: Develop microservices using Python or Node.js for backend functions and IVR interactions, integrating with AWS services (e.g., DynamoDB) and external APIs (e.g., CRM systems). Front-End Development: Build and enhance softphone applications to support ongoing business and platform feature improvements. External Integrations: Collaborate with platform development and engineering teams to implement self-service functionality and agent process automation in CRMs and data warehousing platforms. Monitoring, Scaling, and Observability: Implement monitoring solutions, leverage data-driven insights for scaling decisions, and ensure optimal platform performance. Security and Compliance: Continuously improve security measures and ensure compliance with industry and internal standards. Work closely with security and compliance teams to review and enhance policies. Agile Collaboration: Promote DevOps practices and agile methodologies to enable rapid and reliable software releases. Documentation: Maintain clear, up-to-date documentation of configurations, processes, and best practices. Problem Resolution: Respond to and resolve technical issues promptly, collaborating with cross-functional teams to identify and address root causes.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Implementing Company Policies In Daily Operations, Ensuring Compliance And Excellence In Service Delivery.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts By Conducting Thorough Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Performance And Knowledge.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Other Support Teams, Ensuring Seamless Operations And A Robust Security Posture.
5. Ensure A Positive Customer Experience And High Csat Scores Through Effective First Call Resolution Strategies, Minimizing Rejected Resolutions And Re-Opened Cases, While Proactively Mitigating Security Threats.

 

Contact Center - Amazon Connect L3 Resource Position Overview We are seeking an experienced Amazon Connect L3 Resource to manage, develop, and optimize our contact center solutions using Amazon Connect and related AWS services. This role requires strong expertise in DevOps, serverless architecture, and microservice development, along with a deep understanding of contact center operations. Key Responsibilities Amazon Connect Management: Configure, manage, and optimize Amazon Connect and surrounding AWS services entirely as code for contact center operations, ensuring smooth customer interactions and efficient omnichannel routing. Serverless Function / Microservice Development: Develop microservices using Python or Node.js for backend functions and IVR interactions, integrating with AWS services (e.g., DynamoDB) and external APIs (e.g., CRM systems). Front-End Development: Build and enhance softphone applications to support ongoing business and platform feature improvements. External Integrations: Collaborate with platform development and engineering teams to implement self-service functionality and agent process automation in CRMs and data warehousing platforms. Monitoring, Scaling, and Observability: Implement monitoring solutions, leverage data-driven insights for scaling decisions, and ensure optimal platform performance. Security and Compliance: Continuously improve security measures and ensure compliance with industry and internal standards. Work closely with security and compliance teams to review and enhance policies. Agile Collaboration: Promote DevOps practices and agile methodologies to enable rapid and reliable software releases. Documentation: Maintain clear, up-to-date documentation of configurations, processes, and best practices. Problem Resolution: Respond to and resolve technical issues promptly, collaborating with cross-functional teams to identify and address root causes.

Skill Requirements

1. Advanced Proficiency In Cisco Call Center Technologies And Support Practices.
2. Strong Understanding Of Troubleshooting Methodologies And Root Cause Analysis.
3. Excellent Communication And Interpersonal Skills To Effectively Collaborate With Teams And Engage With Customers.
4. Familiarity With Quality Standards And Regulatory Requirements In The Support Domain.

 

Contact Center - Amazon Connect L3 Resource Position Overview We are seeking an experienced Amazon Connect L3 Resource to manage, develop, and optimize our contact center solutions using Amazon Connect and related AWS services. This role requires strong expertise in DevOps, serverless architecture, and microservice development, along with a deep understanding of contact center operations. Key Responsibilities Amazon Connect Management: Configure, manage, and optimize Amazon Connect and surrounding AWS services entirely as code for contact center operations, ensuring smooth customer interactions and efficient omnichannel routing. Serverless Function / Microservice Development: Develop microservices using Python or Node.js for backend functions and IVR interactions, integrating with AWS services (e.g., DynamoDB) and external APIs (e.g., CRM systems). Front-End Development: Build and enhance softphone applications to support ongoing business and platform feature improvements. External Integrations: Collaborate with platform development and engineering teams to implement self-service functionality and agent process automation in CRMs and data warehousing platforms. Monitoring, Scaling, and Observability: Implement monitoring solutions, leverage data-driven insights for scaling decisions, and ensure optimal platform performance. Security and Compliance: Continuously improve security measures and ensure compliance with industry and internal standards. Work closely with security and compliance teams to review and enhance policies. Agile Collaboration: Promote DevOps practices and agile methodologies to enable rapid and reliable software releases. Documentation: Maintain clear, up-to-date documentation of configurations, processes, and best practices. Problem Resolution: Respond to and resolve technical issues promptly, collaborating with cross-functional teams to identify and address root causes.

Other Requirements

1. Cisco Certified Network Associate (Ccna) Optional But Valuable.
2. Itil Foundation Certification Optional But Valuable

 

Contact Center - Amazon Connect L3 Resource Position Overview We are seeking an experienced Amazon Connect L3 Resource to manage, develop, and optimize our contact center solutions using Amazon Connect and related AWS services. This role requires strong expertise in DevOps, serverless architecture, and microservice development, along with a deep understanding of contact center operations. Key Responsibilities Amazon Connect Management: Configure, manage, and optimize Amazon Connect and surrounding AWS services entirely as code for contact center operations, ensuring smooth customer interactions and efficient omnichannel routing. Serverless Function / Microservice Development: Develop microservices using Python or Node.js for backend functions and IVR interactions, integrating with AWS services (e.g., DynamoDB) and external APIs (e.g., CRM systems). Front-End Development: Build and enhance softphone applications to support ongoing business and platform feature improvements. External Integrations: Collaborate with platform development and engineering teams to implement self-service functionality and agent process automation in CRMs and data warehousing platforms. Monitoring, Scaling, and Observability: Implement monitoring solutions, leverage data-driven insights for scaling decisions, and ensure optimal platform performance. Security and Compliance: Continuously improve security measures and ensure compliance with industry and internal standards. Work closely with security and compliance teams to review and enhance policies. Agile Collaboration: Promote DevOps practices and agile methodologies to enable rapid and reliable software releases. Documentation: Maintain clear, up-to-date documentation of configurations, processes, and best practices. Problem Resolution: Respond to and resolve technical issues promptly, collaborating with cross-functional teams to identify and address root causes.
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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 227,000 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 March 2026 totaled $14.7 billion.