Track Lead - Cisco Contact Center
India
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Job Description
Track Lead - Cisco Contact Center
Others, Uttar Pradesh

Job Summary

Responsible for advanced configuration, troubleshooting, and platform optimization including IVR design, integrations, and problem management.

Analytical thinking and troubleshooting\\\\r\\\\nAbility to handle high-pressure incidents calmly 

Design and optimize ACD routing strategies and omnichannel flows Develop and troubleshoot CXone Studio / IVR scripts (DTMF, ASR, TTS) Lead complex incident resolution (L3), RCA, and problem management Own API integrations (REST, CTI, CRM, SSO/SAML, SCIM) Manage release planning, change governance, and rollback strategies Analyze recurring issues and drive permanent fixes Review and enhance platform performance, routing efficiency, and CX metrics Provide technical guidance to L1/L2 teams 

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) Stakeholder management
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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.