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Track Manager - Cisco Customer Voice Portal (CVP)

India

Job Description

Track Manager - Cisco Customer Voice Portal (CVP)

Bengaluru, Karnataka

Job Summary

Key Responsibilities • Administer, configure, monitor, and maintain the Verba / Verint call recording platform. • Troubleshoot complex call recording issues related to SIP, RTP, RTCP, recorder services, replay, storage, archiving, and retention. • Support integrations with SBCs, Cisco CUCM, Microsoft Teams, and other enterprise voice platforms. • Ensure recorded sessions are captured, stored, retained, and retrievable in line with compliance and regulatory requirements. • Perform daily health checks, proactive monitoring, capacity checks, and availability reviews for recording infrastructure. • Drive incident resolution, root cause analysis, problem management, and service restoration for high-priority Verba issues. • Plan and execute upgrades, patching, configuration changes, migrations, and platform enhancements with minimal business impact. • Support audit requests, evidentiary retrieval, compliance validation, and retention-related reporting. • Create and maintain operational runbooks, troubleshooting guides, knowledge articles, and configuration documentation. • Collaborate with L1/L2 support, voice engineering, compliance, security, storage, network, and application teams. • Automate repetitive operational activities such as log collection, service health checks, and reporting using scripts where applicable. • Ensure adherence to ITIL processes including incident, problem, change, request, and configuration management.

Key Responsibilities

Key Responsibilities • Administer, configure, monitor, and maintain the Verba / Verint call recording platform. • Troubleshoot complex call recording issues related to SIP, RTP, RTCP, recorder services, replay, storage, archiving, and retention. • Support integrations with SBCs, Cisco CUCM, Microsoft Teams, and other enterprise voice platforms. • Ensure recorded sessions are captured, stored, retained, and retrievable in line with compliance and regulatory requirements. • Perform daily health checks, proactive monitoring, capacity checks, and availability reviews for recording infrastructure. • Drive incident resolution, root cause analysis, problem management, and service restoration for high-priority Verba issues. • Plan and execute upgrades, patching, configuration changes, migrations, and platform enhancements with minimal business impact. • Support audit requests, evidentiary retrieval, compliance validation, and retention-related reporting. • Create and maintain operational runbooks, troubleshooting guides, knowledge articles, and configuration documentation. • Collaborate with L1/L2 support, voice engineering, compliance, security, storage, network, and application teams.



• Automate repetitive operational activities such as log collection, service health checks, and reporting using scripts where applicable. • Ensure adherence to ITIL processes including incident, problem, change, request, and configuration management.

Skill Requirements

Required Skills and Experience • Hands-on experience in Verba / Verint call recording administration and support. • Strong understanding of VoIP concepts including SIP, RTP, RTCP, codecs, call flows, packet capture, and media troubleshooting. • Experience with call recording integrations involving SBCs, Cisco CUCM, Microsoft Teams, or similar enterprise voice platforms. • Knowledge of compliance recording, retention policies, archiving, replay, search, and retrieval processes. • Experience in monitoring, troubleshooting, and resolving production incidents in enterprise environments. • Valuable understanding of Windows / Linux server administration, databases, storage, certificates, DNS, and network fundamentals. • Ability to perform log analysis, packet analysis, and root cause analysis for complex voice recording issues. • Working knowledge of ITIL processes and enterprise change management practices. • Scripting exposure in PowerShell, Python, or Bash for automation and operational support. • Strong documentation, communication, analytical, and stakeholder management skills.

Other Requirements

Experience supporting call recording platforms in BFSI, banking, trading, or other compliance-driven environments. • Exposure to Microsoft Teams voice, Direct Routing, Teams Admin Center, and Teams call recording integrations. • Experience with SBC platforms such as Oracle, AudioCodes, Ribbon, or similar technologies. • Familiarity with monitoring and observability tools such as Splunk, Elastic, Azure Monitor, SCOM, or equivalent tools. • Relevant certifications in Verint / Verba, Microsoft Teams Voice, Cisco Collaboration, SBC, ITIL, or cloud technologies. Key Competencies • Strong troubleshooting and problem-solving mindset. • Ability to work under pressure during production incidents. • Ownership-driven approach with focus on service stability and compliance. • Good collaboration skills across technology, operations, compliance, and business teams. • Continuous improvement mindset with focus on automation, documentation, and operational excellence.

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.

Copyright © 2026 HCL Technologies Limited

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📌 Track Manager - Cisco Customer Voice Portal (CVP) (India)
🏢 HCLTech
📍 India