Key Responsibilities

- Design, configure, administer, and support Webex Enterprise and Webex Contact Center environments.
- Provide hands-on support for Webex Contact Center Telephony and related voice/contact-center solutions.
- Configure and manage Webex Calling features, users, devices, call routing, dial plans, and related telephony services.
- Administer and troubleshoot Cisco Unified Communications Manager (UCM/CUCM).
- Troubleshoot voice, telephony, call-routing, SIP, and contact-center issues.
- Support integration between Webex Calling, Webex Contact Center, Cisco UCM, PSTN, and other enterprise telephony components.
- Monitor and resolve incidents, service requests, and technical issues within defined SLAs.
- Perform root-cause analysis and provide permanent solutions for recurring issues.
- Collaborate with internal teams, customers, and technical stakeholders to resolve complex issues.
- Prepare and maintain technical documentation, configurations, troubleshooting guides, and operational procedures.
- Participate in implementation, migration, upgrades, testing, and deployment activities.
- Ensure high availability, performance, and reliability of enterprise communication and contact-center platforms.

Required Skills & Experience
- Minimum 2 years of hands-on experience in:
- Contact Center
- Webex Enterprise




- Webex Contact Center – Telephony
- Strong hands-on experience with:
- Webex Calling
- Cisco Unified Communications Manager (UCM/CUCM)
- Webex Contact Center
- Enterprise Telephony
- Voice/Call Routing
- Good understanding of SIP, PSTN, dial plans, call flows, IVR, and voice troubleshooting.
- Experience with enterprise collaboration and communication technologies.
- Robust analytical and troubleshooting skills.
- Excellent verbal and written communication skills – non-negotiable.
- Ability to communicate effectively with customers, stakeholders, and technical teams.
- Strong learning agility and ability to quickly understand new technologies.

Preferred / Good to Have
- Experience with Cisco CUBE, SIP Trunking, Voice Gateways, and PSTN integration.
- Experience with Webex Control Hub.
- Knowledge of Cisco collaboration technologies such as Cisco Unity Connection and Cisco Jabber.
- Experience with contact-center call flows, queues, agents, IVR, and routing.
- Experience in enterprise voice migration or Webex implementation projects.
- Relevant Cisco certifications such as CCNA/CCNP Collaboration are an advantage.

Skills: cisco ucm , Contact Center

Experience: 3.00-4.00 Years

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