Track Lead - Cisco Unified Communications
India
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Job Description
Track Lead - Cisco Unified Communications
| Bengaluru, KarnatakaGautam Buddha Nagar, Uttar Pradesh

Job Summary

Cisco Managed Services Team Is Looking For A Customer Support Engineer To Help Us Tackle Problems In The Collaboration Technologies Space. In This Role, You Will Build, Operate And Support A Variety Of Collaboration Solutions. • Ensuring Post-Review Of Priority 1/2 Incidents • Following Defined Escalation Path When Needed • Identifying Incidents Which Need Special Attention Or Partner Concern • Handling Major Incidents • Demonstrate Analytical And Problem Solving Skills • Demonstrate Ability To Execute And Perform Timely Follow-Up To Ensure Customer Satisfaction • Ability To Prioritize And Lead Multiple Efforts At Once, While Working In A High Stress Environment • Operate And Support Of Collaboration Systems Using Cisco Products And Services • Triage, Solve And Fix Complex Product Issues While Delivering RCA • Serve As Tier 3 Escalation Point From Support Staff • Build And Maintain Documentation For Support And Troubleshooting • Work With TAC Teams On Complex Issues For Finding RCA • Leading CMS Team, Driving Customer Bridges From The Technical Standpoint Minimum Qualifications – • BE Or B.Tech Degree Required • Knowledge Of ITIL Framework • You Have More Than 8-10 Years Of Proven Experience In Large SMB And/or Enterprise Networks\\\\r\\\\n\\\\r\\\\n• Minimum 8+ Years Experience In Cisco UC/Voice Collaboration • Expertise And Hands On Technical Experience With The Cisco Collaboration Portfolio Including Unified CUCM, Expressway, CUBE, IP Phones, Jabber And IM & Presence. • Expertise And Hands On Technical Experience With IP Communications Signalling And Media Protocols, Including Session Initiation Protocol (Sip), H.323, Xml, Http, Restful Apis And Real-Time Transport Protocol (RTP) • Experience With SBCs, PRI, CAS And Other Voice TDM Technologies • Understanding Of Network Routing, Switching, UCS, VMware • You Possess Good Communication (Written And Verbal), Presentation, Listening, Teamwork, Demonstration And Consulting Skills • Escalation Handling Skills For Priority 1 & 2 Incidents • Expert Knowledge On: CUCM, Gateway Protocols, Jabber And IM&P • Expertise In: CUCM Trace Reading, Jabber PRT Logs, IMP Trace Reading, GW Debugs • Added Advantage If CCIE Voice Or Collab Certification • Scripting, Python, And/or Other Scripting Experience Can Be A Benefit • Linux Shells And Tools, Git Code Repositories, Infrastructure-As-Code Preferred Qualifications: • Effective written and verbal communication and interpersonal skills • Ability to function effectively in demanding circumstances • Shares information and communicates clearly with team members to improve team effectiveness • Encourages and accepts feedback.

Key Responsibilities

Job Responsibilities : • Ensuring Post-Review Of Priority 1/2 Incidents • Following Defined Escalation Path When Needed • Identifying Incidents Which Need Special Attention Or Partner Concern • Handling Major Incidents • Demonstrate Analytical And Problem Solving Skills • Demonstrate Ability To Execute And Perform Timely Follow-Up To Ensure Customer Satisfaction • Ability To Prioritize And Lead Multiple Efforts At Once, While Working In A High Stress Environment • Operate And Support Of Collaboration Systems Using Cisco Products And Services • Triage, Solve And Fix Complex Product Issues While Delivering RCA • Serve As Tier 3 Escalation Point From Support Staff • Build And Maintain Documentation For Support And Troubleshooting • Work With TAC Teams On Complex Issues For Finding RCA • Leading CMS Team, Driving Customer Bridges From The Technical Standpoint

Job Summary : Cisco Managed Services Team Is Looking For A Customer Support Engineer To Help Us Tackle Problems In The Collaboration Technologies Space. In This Role, You Will Build, Operate And Support A Variety Of Collaboration Solutions.

Skill Requirements

Skill Requirement : • Minimum 8+ Years Experience In Cisco UC/Voice Collaboration • Expertise And Hands On Technical Experience With The Cisco Collaboration Portfolio Including Unified CUCM, Expressway, CUBE, IP Phones, Jabber And IM & Presence. • Expertise And Hands On Technical Experience With IP Communications Signalling And Media Protocols, Including Session Initiation Protocol (Sip), H.323, Xml, Http, Restful Apis And Real-Time Transport Protocol (RTP) • Experience With SBCs, PRI, CAS And Other Voice TDM Technologies • Understanding Of Network Routing, Switching, UCS, VMware • You Possess Good Communication (Written And Verbal), Presentation, Listening, Teamwork, Demonstration And Consulting Skills • Escalation Handling Skills For Priority 1 & 2 Incidents • Expert Knowledge On: CUCM, Gateway Protocols, Jabber And IM&P • Expertise In: CUCM Trace Reading, Jabber PRT Logs, IMP Trace Reading, GW Debugs • Added Advantage If CCIE Voice Or Collab Certification • Scripting, Python, And/or Other Scripting Experience Can Be A Benefit • Linux Shells And Tools, Git Code Repositories, Infrastructure-As-Code

Other Requirements

BE Or B.Tech Degree Required • Knowledge Of ITIL Framework • You Have More Than 8-10 Years Of Proven Experience In Large SMB And/or Enterprise Networks
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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.