Track Manager - Cisco Contact Center

About the role

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.

What you'll do

• Oversee Cisco Unified Communications platforms and manage day-to-day call center operations, ensuring high availability and adherence to operational SLAs
• Utilize Cisco Contact Center Enterprise (CCE), UCCE, and related tools to analyze system performance, proactively resolve issues, and implement process improvements
• Lead and mentor technical teams in troubleshooting, incident resolution, and change management activities across Cisco voice and call center environments
• Collaborate with internal stakeholders to translate client requirements into actionable support strategies using Cisco call center tools and network voice technologies
• Drive continuous improvement initiatives by leveraging Cisco analytics, reporting features

What you need

• Escalation handling
• Root cause analysis
• Customer service
• Any graduate

Good to have

• CCNP
• ITIL