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Job Summary:
L3 Lead Engineer / Technical Manager - Cisco Webex Contact Center (WxCC) 4-8 years in Contact Center and Unified Communications technologies, with 3+ years in a technical leadership. Role Summary We are seeking an experienced professional to lead the support, operations, and continuous improvement of Cisco Webex Contact Center platforms. The role requires a balance of deep technical expertise, stakeholder management, service delivery governance, and team leadership. The candidate will act as the highest escalation point for critical issues while driving operational excellence and customer satisfaction.
Key Responsibilities:
Graduate with 4-8 years of experience Platform Ownership Lead administration and support of: Cisco Webex Contact Center (WxCC) Cisco CUBE cisco ucce and SIP Gateways Webex Calling IVR and Routing Solutions L3 Incident & Problem Management Act as final escalation point for Sev-1 and Sev-2 incidents.
Lead troubleshooting of: Call routing failures SIP signaling issues Voice quality concerns Agent desktop issues Integration failures Perform Root Cause Analysis (RCA) and implement preventive actions.
Governance & Compliance Ensure adherence to change management processes. Review technical documentation, SOPs, and knowledge articles.
Participate in audits and compliance reviews. Leadership & Management Responsibilities Team Leadership Lead a team of L1, L2, and L3 engineers. Conduct technical mentoring and coaching sessions.
Define training plans and skill-development roadmaps.
Drive technical certifications and capability building.
Stakeholder Management Act as primary technical contact for customers and senior leadership.
Present service reviews, RCA findings, and improvement plans.
Coordinate with vendors, Cisco TAC, and internal teams during major incidents. Support customer governance meetings and operational reviews.
Management Skills Team Management Service Delivery Governance Escalation.
Management Stakeholder Communication Customer Management Vendor.
Management Resource Planning Risk Management Continuous Service Improvement (CSI) ITIL Processes Certification SIP /CCNA / Cisco Contact Center Certifications.
Mandatory Skills:
Cisco Webex, cisco ucce, session initiation protocol, voip, webex contact center,
Voice AI, AI Assistant, Automation Testing,AI Chat Bot.
Qualifications:
Bachelor's degree in computer science, Computer Science (Date Science), Computer Science (Artificial Intelligence/ Machine Learning), or Software Engineering.
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