General Position Information

Reports Directly To (Title)

Director or Senior Director

Matrix Reports To (Title)

As applicable based on functional alignment

Direct Reports

Yes

Position Summary

What makes ITG unique as a technology company is that our solutions ultimately impact the care of patients. Although our skills are needed in a number of industries, we in ITG apply them specifically to the noble cause of healthcare. We are "Healthcare Inspired." It is this guiding vision that pervades and positively influences every level of our organization. It shapes our mission, defines our values, and brings our leaders and employees together in a shared enthusiasm for their work, setting ITG apart as a uniquely purpose-driven company in the IT industry.

We are seeking an experienced Manager – Cisco UCCE to lead and support contact center operations within a US-based healthcare environment. This role will be responsible for managing Cisco Unified Contact Center Enterprise (UCCE) platforms, ensuring high availability, and leading an offshore support team to deliver reliable, compliant,



and high-quality services.

The ideal candidate combines robust technical expertise in Cisco contact center technologies with leadership experience managing global teams and a solid understanding of healthcare compliance and operational requirements.

Responsibilities

• Lead the design, implementation, and ongoing support of Cisco UCCE / Contact Center solutions.
• Manage and mentor an offshore technical support team, ensuring performance, SLAs, and quality standards are met.
• Act as the primary point of contact for UCCE operations, escalations, and incident management.
• Ensure 24/7 system availability, performance monitoring, and proactive issue resolution.
• Collaborate with business stakeholders, clinical teams, and IT leadership to align contact center solutions with healthcare workflows.
• Oversee call routing, scripting (ICM), CVP, Finesse, and reporting (CUIC).
• Ensure comp

📌 Manager - Contact Center Technologies (Hyderabad)
🏢 HCA Healthcare - India
📍 Hyderabad