Track Manager - Cisco Contact Center
India
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Job Description
Track Manager - Cisco Contact Center
Chennai, Tamil Nadu

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

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.

Skill Requirements

Proven experience as a NICE CXone Developer or in a similar role within cloud-based contact center platforms.\r\n• Strong expertise in:\r\no Studio scripting and IVR call flows\r\no NICE CXone APIs and SDKs\r\no ACD, IVR, WFM, QM, Analytics, and Reporting modules\r\n• Hands-on experience with Omnichannel configurations (voice, email, chat, SMS, social).\r\n• Strong knowledge of cloud architecture (AWS/Azure/GCP) and networking basics.\r\n• Proficiency in JavaScript, Python, .NET, or other scripting languages (preferred).

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
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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 223,000 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 June 2026 totaled $14.8 billion.