Bangalore, Karnataka
Job Summary

Job Description – Cisco Webex Calling & Contact Center Managed Services Engineer
Position Title
Cisco Webex Calling & Contact Center Managed Services Engineer
Role Summary
We are seeking an experienced Cisco Webex Calling & Contact Center Engineer to provide managed services support for the organization's cloud-based collaboration and contact center environment. The engineer will be responsible for operational support, incident management, service monitoring, troubleshooting, and platform administration of Cisco Webex Calling, Webex Contact Center, RingCentral (2 Ring), and Calabrio Call Recording solutions.
Key Responsibilities

Provide operational support and administration for:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring platform
Calabrio Call Recording platform

Monitor platform health, performance, and service availability.
Investigate, troubleshoot, and resolve incidents and service requests.
Provide support for integrations from the Contact Center platform side for:

Salesforce
ServiceNow

Participate in incident management and problem management activities.
Provide on-call support during Priority 1 (P1) and Priority 2 (P2) incidents.
Coordinate with OEM vendors and customer stakeholders as required for issue resolution.
Maintain operational documentation, knowledge articles, and support procedures.
Ensure adherence to SLA commitments and IT service management processes.

Support Coverage

Service coverage: 10x5
Support location: Offshore (India)
Language support: English
On-call support applicable for P1 and P2 incidents

Required Skills
Must-Have Skills

Cisco Webex Calling Administration and Support
Cisco Webex Contact Center Administration and Support
VoIP and Unified Communications fundamentals
Incident, Problem, and Change Management
Troubleshooting of cloud collaboration platforms
Experience with Salesforce and ServiceNow integrations
Excellent verbal and written communication skills

Good-to-Have Skills

Calabrio Call Recording administration
Contact Center operations and reporting
SIP, PSTN, Call Routing, and Telephony concepts
ITIL Foundation knowledge
Experience working in managed services environments

Scope Assumptions

Migration from on-premises solutions (CUCM and UCCX) to Cisco Webex Calling and Webex Contact Center will be completed before the transition phase begins.
Any activity exceeding 40 hours shall be treated as a separate project and commercial engagement.

Managed services scope includes only:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring
Calabrio Call Recording

Support for Salesforce and ServiceNow integrations will be provided only from the Contact Center platform perspective.
Offshore support coverage of 10x5 in English language is included.
On-call support will be provided for P1 and P2 incidents only

Experience Required: 5–10+ Years
Work Location: Offshore (India)
Employment Type: Managed Services / Operations Support Role

Key Responsibilities

Job Description – Cisco Webex Calling & Contact Center Managed Services Engineer
Position Title
Cisco Webex Calling & Contact Center Managed Services Engineer
Role Summary
We are seeking an experienced Cisco Webex Calling & Contact Center Engineer to provide managed services support for the organization's cloud-based collaboration and contact center environment. The engineer will be responsible for operational support, incident management, service monitoring, troubleshooting, and platform administration of Cisco Webex Calling, Webex Contact Center, RingCentral (2 Ring), and Calabrio Call Recording solutions.
Key Responsibilities

Provide operational support and administration for:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring platform
Calabrio Call Recording platform

Monitor platform health, performance, and service availability.
Investigate, troubleshoot, and resolve incidents and service requests.
Provide support for integrations from the Contact Center platform side for:

Salesforce
ServiceNow

Participate in incident management and problem management activities.
Provide on-call support during Priority 1 (P1) and Priority 2 (P2) incidents.




Coordinate with OEM vendors and customer stakeholders as required for issue resolution.
Maintain operational documentation, knowledge articles, and support procedures.
Ensure adherence to SLA commitments and IT service management processes.

Support Coverage

Service coverage: 10x5
Support location: Offshore (India)
Language support: English
On-call support applicable for P1 and P2 incidents

Required Skills
Must-Have Skills

Cisco Webex Calling Administration and Support
Cisco Webex Contact Center Administration and Support
VoIP and Unified Communications fundamentals
Incident, Problem, and Change Management
Troubleshooting of cloud collaboration platforms
Experience with Salesforce and ServiceNow integrations
Excellent verbal and written communication skills

Good-to-Have Skills

Calabrio Call Recording administration
Contact Center operations and reporting
SIP, PSTN, Call Routing, and Telephony concepts
ITIL Foundation knowledge
Experience working in managed services environments

Scope Assumptions

Migration from on-premises solutions (CUCM and UCCX) to Cisco Webex Calling and Webex Contact Center will be completed before the transition phase begins.
Any activity exceeding 40 hours shall be treated as a separate project and commercial engagement.

Managed services scope includes only:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring
Calabrio Call Recording

Support for Salesforce and ServiceNow integrations will be provided only from the Contact Center platform perspective.
Offshore support coverage of 10x5 in English language is included.
On-call support will be provided for P1 and P2 incidents only

Experience Required: 5–10+ Years
Work Location: Offshore (India)
Employment Type: Managed Services / Operations Support Role

Skill Requirements

Job Description – Cisco Webex Calling & Contact Center Managed Services Engineer
Position Title
Cisco Webex Calling & Contact Center Managed Services Engineer
Role Summary
We are seeking an experienced Cisco Webex Calling & Contact Center Engineer to provide managed services support for the organization's cloud-based collaboration and contact center environment. The engineer will be responsible for operational support, incident management, service monitoring, troubleshooting, and platform administration of Cisco Webex Calling, Webex Contact Center, RingCentral (2 Ring), and Calabrio Call Recording solutions.
Key Responsibilities

Provide operational support and administration for:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring platform
Calabrio Call Recording platform

Monitor platform health, performance, and service availability.
Investigate, troubleshoot, and resolve incidents and service requests.
Provide support for integrations from the Contact Center platform side for:

Salesforce
ServiceNow

Participate in incident management and problem management activities.
Provide on-call support during Priority 1 (P1) and Priority 2 (P2) incidents.
Coordinate with OEM vendors and customer stakeholders as required for issue resolution.
Maintain operational documentation, knowledge articles, and support procedures.
Ensure adherence to SLA commitments and IT service management processes.

Support Coverage

Service coverage: 10x5
Support location: Offshore (India)
Language support: English
On-call support applicable for P1 and P2 incidents

Required Skills
Must-Have Skills

Cisco Webex Calling Administration and Support
Cisco Webex Contact Center Administration and Support
VoIP and Unified Communications fundamentals
Incident, Problem, and Change Management
Troubleshooting of cloud collaboration platforms
Experience with Salesforce and ServiceNow integrations
Excellent verbal and written communication skills

Good-to-Have Skills





Calabrio Call Recording administration
Contact Center operations and reporting
SIP, PSTN, Call Routing, and Telephony concepts
ITIL Foundation knowledge
Experience working in managed services environments

Scope Assumptions

Migration from on-premises solutions (CUCM and UCCX) to Cisco Webex Calling and Webex Contact Center will be completed before the transition phase begins.
Any activity exceeding 40 hours shall be treated as a separate project and commercial engagement.

Managed services scope includes only:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring
Calabrio Call Recording

Support for Salesforce and ServiceNow integrations will be provided only from the Contact Center platform perspective.
Offshore support coverage of 10x5 in English language is included.
On-call support will be provided for P1 and P2 incidents only

Experience Required: 5–10+ Years
Work Location: Offshore (India)
Employment Type: Managed Services / Operations Support Role

Other Requirements

Job Description – Cisco Webex Calling & Contact Center Managed Services Engineer
Position Title
Cisco Webex Calling & Contact Center Managed Services Engineer
Role Summary
We are seeking an experienced Cisco Webex Calling & Contact Center Engineer to provide managed services support for the organization's cloud-based collaboration and contact center environment. The engineer will be responsible for operational support, incident management, service monitoring, troubleshooting, and platform administration of Cisco Webex Calling, Webex Contact Center, RingCentral (2 Ring), and Calabrio Call Recording solutions.
Key Responsibilities

Provide operational support and administration for:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring platform
Calabrio Call Recording platform

Monitor platform health, performance, and service availability.
Investigate, troubleshoot, and resolve incidents and service requests.
Provide support for integrations from the Contact Center platform side for:

Salesforce
ServiceNow

Participate in incident management and problem management activities.
Provide on-call support during Priority 1 (P1) and Priority 2 (P2) incidents.
Coordinate with OEM vendors and customer stakeholders as required for issue resolution.
Maintain operational documentation, knowledge articles, and support procedures.
Ensure adherence to SLA commitments and IT service management processes.

Support Coverage

Service coverage: 10x5
Support location: Offshore (India)
Language support: English
On-call support applicable for P1 and P2 incidents

Required Skills
Must-Have Skills

Cisco Webex Calling Administration and Support
Cisco Webex Contact Center Administration and Support
VoIP and Unified Communications fundamentals
Incident, Problem, and Change Management
Troubleshooting of cloud collaboration platforms
Experience with Salesforce and ServiceNow integrations
Excellent verbal and written communication skills

Positive-to-Have Skills

Calabrio Call Recording administration
Contact Center operations and reporting
SIP, PSTN, Call Routing, and Telephony concepts
ITIL Foundation knowledge
Experience working in managed services environments

Scope Assumptions

Migration from on-premises solutions (CUCM and UCCX) to Cisco Webex Calling and Webex Contact Center will be completed before the transition phase begins.
Any activity exceeding 40 hours shall be treated as a separate project and commercial engagement.

Managed services scope includes only:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring
Calabrio Call Recording

Support for Salesforce and ServiceNow integrations will be provided only from the Contact Center platform perspective.
Offshore support coverage of 10x5 in English language is included.
On-call support will be provided for P1 and P2 incidents only

Experience Required: 5–10+ Years
Work Location: Offshore (India)
Employment Type: Managed Services / Operations Support Role

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📌 Senior Administrator - Cisco WebEx (Bengaluru)
🏢 HCLTech
📍 Bengaluru