Track Manager - Cisco Contact Center
India
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Job Description
Track Manager - Cisco Contact Center
Gautam Buddha Nagar, Uttar Pradesh

Job Summary

This role oversees the operational management of large-scale Cisco-based call center environments, driving continuous improvement, problem resolution, and the achievement of client service level agreements. The individual empowers technical teams, optimizes resource utilization, and ensures operational excellence through expert leadership and innovation in network voice and call center technologies.

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

 

Key Responsibilities

1. Oversee Cisco Unified Communications platforms and manage day-to-day call center operations, ensuring high availability and adherence to operational SLAs.
2. Utilize Cisco Contact Center Enterprise (CCE), UCCE, and related tools to analyze system performance, proactively resolve issues, and implement process improvements.
3. Lead and mentor technical teams in troubleshooting, incident resolution, and change management activities across Cisco voice and call center environments.
4. Collaborate with internal stakeholders to translate client requirements into actionable support strategies using Cisco call center tools and network voice technologies.
5. Drive continuous improvement initiatives by leveraging Cisco analytics, reporting features, and automation capabilities to enhance operational efficiency and reporting accuracy.
6. Champion innovative solutions for process optimization and organizational development, utilizing advanced features of Cisco voice and call center platforms.
7. Ensure compliance with security and operational policies through regular audits and updates of Cisco call center system configurations.

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

 

Skill Requirements

1. InDepth Knowledge Of Cisco Network Voice Protocols And Troubleshooting Methodologies.
2. Excellent Skills In Incident Management, Root Cause Analysis, And Service Improvement Within Cisco Call Center Environments.
3. Advanced Understanding Of Operational Reporting, Analytics, And Automation Using Cisco And ThirdParty Tools.
4. Strong Leadership In Mentoring Teams, Managing Escalations, And Implementing Best Practices In Call Center Support 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

Other Requirements

1. Cisco Certified Network Professional (CCNP) Collaboration or Cisco Certified Specialist � Collaboration Call Control and Mobility (optional but valuable)
2. ITIL Foundation Certification (optional but valuable

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
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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.