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

Job Summary

1. Project Coordination and Preparation • Collaborate with various JPMC teams to gather all necessary information and requirements for CUCM upgrades and migrations/ consolidation. • Ensure all migration prerequisites are completed, and the environment is ready well before the scheduled migration dates. 2. Migration / Upgrade Preparation and Participation • Actively participate in migration / Upgrade/consolidation preparation activities, including attending daily migration sessions via persistent chat and conference calls. • Stay engaged with project teams to address any pre-migration concerns or dependencies. 3. Migration and Upgrade Support • ESXi upgrades followed by CUCM / CUC and UCCX Upgrades • Provide comprehensive Day 1 and Day 2 support for all migrations and upgrades conducted over weekends. • Offer technical assistance and troubleshooting during and immediately after migrations to ensure smooth transitions. 4. Issue Resolution and Ticket Management • Address and resolve daily migration-related issues received via email or Persistent chat • Follow up with clients to ensure proper requests are submitted through ServiceNow (SNOW) for all tasks performed. 5. Ongoing Support • Deliver support for all migrations and upgrades, including post-migration monitoring and troubleshooting. (Migrations / Upgrades will happen on weekends) • Provide on-call support for any issues raised during migrations, both during business hours and after hours, to ensure minimal disruption to operations.

Key Responsibilities

1. Optimize Operational Systems By Leveraging Cisco Call Center Tools To Enhance Management Reporting And Streamline Information Flow, Driving Efficiency In Business Processes.
2. Collaborate With Clients To Understand Their Requirements And Ensure That The Support Team Consistently Meets Or Exceeds Client Expectations Through Effective Use Of Cisco Call Center Technologies.
3. Lead And Mentor The Project Team By Providing Guidance On Best Practices In Call Center Operations And Ensuring Clear Communication Of Project Goals And Objectives.
4. Drive Innovation In Process Development By Introducing New Ideas And Strategies That Enhance Overall Organizational Performance Within The Cisco Call Center Environment.
5. Analyze Client Needs And Provide Tailored Solutions Using Cisco Call Center Capabilities, Ensuring Alignment With Business Objectives And Contributing To Measurable Business Results.

Skill Requirements

1. Project Coordination and Preparation • Collaborate with various JPMC teams to gather all necessary information and requirements for CUCM upgrades and migrations/ consolidation. • Ensure all migration prerequisites are completed, and the environment is ready well before the scheduled migration dates. 2. Migration / Upgrade Preparation and Participation • Actively participate in migration / Upgrade/consolidation preparation activities, including attending daily migration sessions via persistent chat and conference calls. • Stay engaged with project teams to address any pre-migration concerns or dependencies. 3. Migration and Upgrade Support • ESXi upgrades followed by CUCM / CUC and UCCX Upgrades • Provide comprehensive Day 1 and Day 2 support for all migrations and upgrades conducted over weekends. • Offer technical assistance and troubleshooting during and immediately after migrations to ensure smooth transitions. 4. Issue Resolution and Ticket Management • Address and resolve daily migration-related issues received via email or Persistent chat • Follow up with clients to ensure proper requests are submitted through ServiceNow (SNOW) for all tasks performed. 5. Ongoing Support • Deliver support for all migrations and upgrades, including post-migration monitoring and troubleshooting. (Migrations / Upgrades will happen on weekends) • Provide on-call support for any issues raised during migrations, both during business hours and after hours, to ensure minimal disruption to operations.

Other Requirements

1. Project Coordination and Preparation • Collaborate with various JPMC teams to gather all necessary information and requirements for CUCM upgrades and migrations/ consolidation. • Ensure all migration prerequisites are completed, and the environment is ready well before the scheduled migration dates. 2. Migration / Upgrade Preparation and Participation • Actively participate in migration / Upgrade/consolidation preparation activities, including attending daily migration sessions via persistent chat and conference calls. • Stay engaged with project teams to address any pre-migration concerns or dependencies. 3. Migration and Upgrade Support • ESXi upgrades followed by CUCM / CUC and UCCX Upgrades • Provide comprehensive Day 1 and Day 2 support for all migrations and upgrades conducted over weekends. • Offer technical assistance and troubleshooting during and immediately after migrations to ensure smooth transitions. 4. Issue Resolution and Ticket Management • Address and resolve daily migration-related issues received via email or Persistent chat • Follow up with clients to ensure proper requests are submitted through ServiceNow (SNOW) for all tasks performed. 5. Ongoing Support • Deliver support for all migrations and upgrades, including post-migration monitoring and troubleshooting. (Migrations / Upgrades will happen on weekends) • Provide on-call support for any issues raised during migrations, both during business hours and after hours, to ensure minimal disruption to operations.
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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.