Track Manager - Cisco Contact Center

Experience: Not Available to Not Available years

Location: Nagpur, India

Skills: installation, configuration, administration, voice networking technologies, video networking technologies, Cisco Telephony, Contact Centre Solutions, prioritization, organizing skills, TAC, Cisco Services, collaboration, problem resolution, IP network voice communications protocols, IP network video communications protocols, Incident Management, Change Management, Change Advisory Board (CAB), on-call escalation, process adherence, security compliance, customer feedback, knowledge sharing, root cause analysis, Problem Management, Capacity Management, Architectural Management, SLA compliance, TFTP services, carrier services, admin telecom, conference room voice implementation, video implementation, desktop video conferencing, audio conferencing, web conferencing

Job Summary
1. Extensive hands-on technical skills to cover installation, configuration, administration and advanced troubleshooting of voice, video and Contact Centre network in large enterprise
2. In-depth understanding of Voice & Video networking technologies and specialization in Cisco Telephony & Contact Centre Solutions
3. Developing technical skills and knowledge, advancing beyond the fundamentals in at least one area: Effective planning, prioritization and organizing skills
4. Utilization of an increasing understanding of TAC and Cisco Services goals, objectives, and business to guide activities
5. Promotes collaboration among team members
6. Solves product and network voice/ video problems of high complexity
7. Acts as a focal point for account network problem resolution. Is a technical expert in more than one area
8. Effectively utilizes lab setups to debug broad and complex problems
9. Solid foundation in IP network voice/ video communications protocols
10. Essential elements (technic (1.) Incident Management + Change Management (Planning & Execution)
11. Experience in representation in Change Advisory Board (CAB) meetings
12. On - call Escalation
13. Process adherence & Security compliance
14. Customer feedback ( Appreciations, CSAT survey results)
15. KB preparation and review, Knowledge sharing & documentation
16. Root cause analysis / Problem Management + Capacity / Architectural Management
17. SLA compliance for tickets
18. Value Add
19. Training / Mentoring
20. Experience of being able to highlight issues and solutions
21. Manage TFTP services to appropriately support and manage Core Device Software updates to Voice System CIs
22. Voice and Video quality monitoring and troubleshooting
23. Implement, monitor, support and troubleshoot all hardware and software pertaining to voice and video communications systems, and carrier services.
24. Responsible for admin telecom, conference room voice and video implementation, desktop video and audio conferencing as well as web conferencing.

Key Responsibilities
1. Extensive hands-on technical skills to cover installation, configuration, administration and advanced troubleshooting of voice, video and Contact Centre network in large enterprise
2.



In-depth understanding of Voice & Video networking technologies and specialization in Cisco Telephony & Contact Centre Solutions
3. Developing technical skills and knowledge, advancing beyond the fundamentals in at least one area: Effective planning, prioritization and organizing skills
4. Utilization of an increasing understanding of TAC and Cisco Services goals, objectives, and business to guide activities
5. Promotes collaboration among team members
6. Solves product and network voice/ video problems of high complexity
7. Acts as a focal point for account network problem resolution. Is a technical expert in more than one area
8. Effectively utilizes lab setups to debug broad and complex problems
9. Solid foundation in IP network voice/ video communications protocols
10. Essential elements (technic (1.) Incident Management + Change Management (Planning & Execution)
11. Experience in representation in Change Advisory Board (CAB) meetings
12. On - call Escalation
13. Process adherence & Security compliance
14. Customer feedback ( Appreciations, CSAT survey results)
15. KB preparation and review, Knowledge sharing & documentation
16. Root cause analysis / Problem Management + Capacity / Architectural Management
17. SLA compliance for tickets
18. Value Add
19. Training / Mentoring
20. Experience of being able to highlight issues and solutions
21. Manage TFTP services to appropriately support and manage Core Device Software updates to Voice System CIs
22. Voice and Video quality monitoring and troubleshooting
23. Implement, monitor, support and troubleshoot all hardware and software pertaining to voice and video communications systems, and carrier services.
24. Responsible for admin telecom, conference room voice and video implementation, desktop video and audio conferencing as well as web conferencing.

Skill Requirements
1. Extensive hands-on technical skills to cover installation, configuration, administration and advanced troubleshooting of voice, video and Contact Centre network in large enterprise
2. In-depth understanding of Voice & Video networking technologies and specialization in Cisco Telephony & Contact Centre Solutions
3. Developing technical skills and knowledge, advancing beyond the fundamentals in at least one area: Effective planning, prioritization and organizing skills
4. Utilization of an increasing understanding of TAC and Cisco Services goals, objectives, and business to guide activities
5. Promotes collaboration among team members
6. Solves product and network voice/ video problems of high complexity
7. Acts as a focal point for account network problem resolution. Is a technical expert in more than one area
8. Effectively utilizes lab setups to debug broad and complex problems
9. Solid foundation in IP network voice/ video communications protocols
10.



Essential elements (technic (1.) Incident Management + Change Management (Planning & Execution)
11. Experience in representation in Change Advisory Board (CAB) meetings
12. On - call Escalation
13. Process adherence & Security compliance
14. Customer feedback ( Appreciations, CSAT survey results)
15. KB preparation and review, Knowledge sharing & documentation
16. Root cause analysis / Problem Management + Capacity / Architectural Management
17. SLA compliance for tickets
18. Value Add
19. Training / Mentoring
20. Experience of being able to highlight issues and solutions
21. Manage TFTP services to appropriately support and manage Core Device Software updates to Voice System CIs
22. Voice and Video quality monitoring and troubleshooting
23. Implement, monitor, support and troubleshoot all hardware and software pertaining to voice and video communications systems, and carrier services.
24. Responsible for admin telecom, conference room voice and video implementation, desktop video and audio conferencing as well as web conferencing.

Other Requirements
1. Extensive hands-on technical skills to cover installation, configuration, administration and advanced troubleshooting of voice, video and Contact Centre network in large enterprise
2. In-depth understanding of Voice & Video networking technologies and specialization in Cisco Telephony & Contact Centre Solutions
3. Developing technical skills and knowledge, advancing beyond the fundamentals in at least one area: Effective planning, prioritization and organizing skills
4. Utilization of an increasing understanding of TAC and Cisco Services goals, objectives, and business to guide activities
5. Promotes collaboration among team members
6. Solves product and network voice/ video problems of high complexity
7. Acts as a focal point for account network problem resolution. Is a technical expert in more than one area
8. Effectively utilizes lab setups to debug broad and complex problems
9. Solid foundation in IP network voice/ video communications protocols
10. Essential elements (technic (1.) Incident Management + Change Management (Planning & Execution)
11. Experience in representation in Change Advisory Board (CAB) meetings
12. On - call Escalation
13. Process adherence & Security compliance
14. Customer feedback ( Appreciations, CSAT survey results)
15. KB preparation and review, Knowledge sharing & documentation
16. Root cause analysis / Problem Management + Capacity / Architectural Management
17. SLA compliance for tickets
18. Value Add
19. Training / Mentoring
20. Experience of being able to highlight issues and solutions
21. Manage TFTP services to appropriately support and manage Core Device Software updates to Voice System CIs
22. Voice and Video quality monitoring and troubleshooting
23. Implement, monitor, support and troubleshoot all hardware and software pertaining to voice and video communications systems, and carrier services.
24. Responsible for admin telecom, conference room voice and video implementation, desktop video and audio conferencing as well as web conferencing.

📌 Track Manager Cisco Contact Center (Nagpur)
🏢 HCL Technologies
📍 Nagpur