Track Manager - Cisco Contact Center

Job Summary

This role oversees the operational management of large-scale Cisco-based call center environments, driving continuous improvement, problem resolution, and the achievement of client service level agreements. The individual empowers technical teams, optimizes resource utilization, and ensures operational excellence through expert leadership and innovation in network voice and call center technologies.

Key Responsibilities

1. Oversee Cisco Unified Communications platforms and manage day-to-day call center operations, ensuring high availability and adherence to operational SLAs.
2. Utilize Cisco Contact Center Enterprise (CCE), UCCE, and related tools to analyze system performance, proactively resolve issues, and implement process improvements.
3. Lead and mentor technical teams in troubleshooting, incident resolution, and change management activities across Cisco voice and call center environments.
4. Collaborate with internal stakeholders to translate client requirements into actionable support strategies using Cisco call center tools and network voice technologies.
5. Drive continuous improvement initiatives by leveraging Cisco analytics, reporting features, and automation capabilities to enhance operational efficiency and reporting accuracy.
6. Champion innovative solutions for process optimization and organizational development, utilizing advanced features of Cisco voice and call center platforms.
7. Ensure compliance with security and operational policies through regular audits and updates of Cisco call center system configurations.

Skill Requirements

1. InDepth Knowledge Of Cisco Network Voice Protocols And Troubleshooting Methodologies.
2. Excellent Skills In Incident Management, Root Cause Analysis, And Service Improvement Within Cisco Call Center Environments.
3. Advanced Understanding Of Operational Reporting, Analytics, And Automation Using Cisco And ThirdParty Tools.
4. Strong Leadership In Mentoring Teams, Managing Escalations, And Implementing Best Practices In Call Center Support Operations.

Other Requirements

1. Cisco Certified Network Professional (CCNP) Collaboration or Cisco Certified Specialist � Collaboration Call Control and Mobility (optional but valuable)
2. ITIL Foundation Certification (optional but valuable