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

Job Summary

Individual should provide production support for the Genesys Cloud contact center platform and integrated Verint WFM functionsIndividual should be strong in incident, service request, and change management; RCA and ITIL processesIndividual should update SOP/KEDB & maintainAs senior resource should govern the SLA; handle escalation management; and continuous service improvement in accordance with Customer processes.

Key Responsibilities

Individual should provide production support for the Genesys Cloud contact center platform and integrated Verint WFM functionsIndividual should be strong in incident, service request, and change management; RCA and ITIL processesIndividual should update SOP/KEDB & maintainAs senior resource should govern the SLA; handle escalation management; and continuous service improvement in accordance with Customer processes.

Skill Requirements

Individual should provide production support for the Genesys Cloud contact center platform and integrated Verint WFM functionsIndividual should be strong in incident, service request, and change management; RCA and ITIL processesIndividual should update SOP/KEDB & maintainAs senior resource should govern the SLA; handle escalation management; and continuous service improvement in accordance with Customer processes.

Other Requirements

Individual should provide production support for the Genesys Cloud contact center platform and integrated Verint WFM functionsIndividual should be strong in incident, service request, and change management; RCA and ITIL processesIndividual should update SOP/KEDB & maintainAs senior resource should govern the SLA; handle escalation management; and continuous service improvement in accordance with Customer processes.
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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.