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Job Description
Structured overview of role & requirementsAbout This Role
Lead design, deployment, migration, and support of enterprise Cisco Contact Center solutions for 1,000+ agent environments.
Manage and develop a high-performing team of Contact Center engineers, driving technical strategy, performance management, and operational excellence.
Partner with senior leadership and cross-functional teams to align objectives, drive change management, and oversee business transformation initiatives including cloud, automation, and AI integration.
Minimum Requirements
14+ years of experience in designing, implementing, and managing Cisco Contact Center technologies.
Bachelor's degree in Engineering, Computer Science, IT, or related field.
Hands-on experience with Cisco Contact Center platforms: UCCE, UCCX, CVP, Finesse, CUIC, ICM, CUCM, Webex Contact Center.
Work experience managing/supporting large-scale contact centers (1,000+ agents) and leading implementation/migration projects.
Ideal Candidate Profile
Technical leader skilled in balancing architecture, operations, stakeholder management, and team leadership in large enterprises.
Experienced people manager with a record of mentoring and building high-performing engineering teams.
Proficient in driving Contact Center transformation using modern technologies including cloud adoption, digital engagement platforms, and AI-powered solutions.