SME - Cisco Contact Center

Experience: Not Available to Not Available years

Location: Others, India

Skills: Amazon Connect, AWS Lex, Amazon Polly, AWS Lambda, Amazon S3, NLP based call flows, DynamoDB, Amazon Kinesis, IVR building concepts, WFM, CRM, Unified Communications, SSO framework implementation, SAML, OAuth, Amazon Connect IVR Contact Flow, Security profile, ACD, Reporting Components, cloud watch logs analysis, Cisco Call Center Technologies, Service Level Agreements, Quality Compliance, Mentoring, Training, Standard Operating Procedures, Root Cause Analysis, Trend Analysis

Job Summary
As a Cisco Support Subject Matter Expert, you will play a pivotal role in ensuring timely resolution of escalations and incidents within the Support & Operations team. You will leverage your expertise in Cisco call center technologies to analyze issues, maintain quality compliance, and enhance customer satisfaction. This role is crucial for driving operational excellence and fostering effective communication between technical teams and business stakeholders.

Key Responsibilities
1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues Using Cisco Call Center Tools, Guaranteeing Adherence To Service Level Agreements (Sla).
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Support Knowledge Sharing Across The Team.
3. Validate Change Order Implementation Plans And Human Error Compliance, Actively Participating In Capacity Planning To Optimize Resource Allocation And Service Delivery.
4. Attend Customer Meetings To Gather Insights On Issues Faced,



Ensuring Positive Feedback And Satisfaction Through Effective Communication And Support Interventions.
5. Conduct Thorough Analyses, Such As Root Cause Analysis And Trend Analysis, To Validate Reports And Present Findings To Key Business Stakeholders, Facilitating Informed Decision-Making And Performance Enhancements.

Skill Requirements
1. Advanced Proficiency In Cisco Call Center Technologies And Operations
2. Strong Analytical Skills For Incident Analysis And Reporting
3. Excellent Communication And Presentation Skills For Stakeholder Engagement
4. Solid Understanding Of Service Level Agreements (Sla) And Quality Compliance
5. Experience In Mentoring And Training Team Members

Other Requirements
1. Cisco Certified Network Associate (Ccna) Optional But Valuable
2. Itil Foundation Certification Optional But Valuable
Should have good hands-on experience in Amazon Connect • Experience on building BOTs and Automation applications. • Experience in services like AWS services such as AWS Lex, Amazon Polly, AWS Lambda, Amazon S3, NLP based call flows AWS chat, DynamoDB and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience. • Should have understanding of IVR building concepts. • Positive to have knowledge in building integrations across WFM, CRM, Unified Communications, and contact centers • Hands on experience developing or supporting multichannel customer journey in cloud solution • Experience on SSO framework implementation like SAML and OAuth. • Experience with Amazon Connect IVR Contact Flow, Security profile, ACD and Reporting Components. • Experience in cloud watch logs analysis

📌 SME Cisco Contact Center (Mumbai)
🏢 HCL Technologies
📍 Mumbai