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.
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