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SME - Cisco Contact Center

India

Job Description

SME - Cisco Contact Center

Noida, Uttar Pradesh

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. Robust 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 Valuabl

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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📌 SME - Cisco Contact Center (India)
🏢 HCLTech
📍 India