Must Have Technical/Functional Skills
•Cisco Unified Communications Manager (CUCM)
•Cisco Unified Contact Center Express (UCCX)
•Cisco Finesse Administration
•Cisco Softphone Configuration and Support
•IVR Administration and Troubleshooting
•Calabrio Workforce Management (WFM)
•Calabrio Quality Management and Call Recording
•Queue Management and Call Routing
•SIP/VoIP Technologies
•PRI, POTS, and BVoIP Management
•Cisco Voice Troubleshooting
•Disaster Recovery and Business Continuity for Contact Centers
•Cisco Collaboration Infrastructure Support
Roles & Responsibilities
•Administer and support Cisco CUCM, UCCX, Finesse, and Cisco voice infrastructure.
•Configure and maintain call routing, queues, skills, and agent assignments.
•Manage Calabrio Workforce Management, Quality Management, and Reporting functions.
•Support IVR systems, softphones, PRI/POTS circuits, and telecom services.
•Perform troubleshooting and root cause analysis for voice and contact center incidents.
•Execute disaster recovery testing and maintain failover procedures.
•Manage onboarding, extension assignments, and contact center operational changes.
•Work with telecom vendors and internal teams to resolve voice infrastructure issues.
•Maintain operational documentation and provide technical recommendations for improvements.
•Ensure high availability of mission-critical contact center environments.
Generic Managerial Skills, If any
•Strong communication and stakeholder management
•Ability to work independently with minimal supervision
•Incident and problem management
•Documentation and reporting skills
•Prior experience supporting 24x7 critical operations
•Team collaboration and knowledge sharing
Salary Range: $80,000 -$95,000 year
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commute r Benefits & Certification & amp; Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
#LI-SP1
More Information
Application Details
- Organization DetailsTCS / Tata Consultancy Services
Recommended Comments
There are no comments to display.
Join the conversation
You are posting as a guest. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.