Senior Administrator - Cisco Contact Center
HCL Technologies
Job Summary
The Senior Administrator in Support & Operations will play a critical role in delivering advanced technical support and effective troubleshooting for complex incidents within the Cisco Call Center environment. This position is pivotal in ensuring a seamless customer experience, enhancing operational efficiency, and maintaining high-quality standards in line with regulatory requirements.
Should have good hands-on experience in Amazon Connect \\\\\\\\r\\\\\\\\n• Experience on building BOTs and Automation applications.\\\\\\\\r\\\\\\\\n• Experience in services like AWS services such as AWS Lex, Amazon Polly, AWS Lambda, Amazon S3, NLP based call flows AWS chat, DynamoDB and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience. \\\\\\\\r\\\\\\\\n• Should have understanding of IVR building concepts.\\\\\\\\r\\\\\\\\n• Good to have knowledge in building integrations across WFM, CRM, Unified Communications, and contact centers\\\\\\\\r\\\\\\\\n• Hands on experience developing or supporting multichannel customer journey in cloud solution\\\\\\\\r\\\\\\\\n• Experience on SSO framework implementation like SAML and OAuth.\\\\\\\\r\\\\\\\\n• Experience with Amazon Connect IVR Contact Flow, Security profile, ACD and Reporting Components.\\\\\\\\r\\\\\\\\n• Experience in cloud watch logs analysis
Key Responsibilities
1. Adhere To Quality Standards And Regulatory Requirements While Implementing Company Policies In Daily Operations, Ensuring Compliance And Excellence In Service Delivery.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts By Conducting Thorough Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Performance And Knowledge.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Other Support Teams, Ensuring Seamless Operations And A Robust Security Posture.
5. Ensure A Positive Customer Experience And High Csat Scores Through Effective First Call Resolution Strategies, Minimizing Rejected Resolutions And Re-Opened Cases, While Proactively Mitigating Security Threats.
Should have good hands-on experience in Amazon Connect \\r\\n• Experience on building BOTs and Automation applications.\\r\\n• Experience in services like AWS services such as AWS Lex, Amazon Polly, AWS Lambda, Amazon S3, NLP based call flows AWS chat, DynamoDB and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience. \\r\\n• Should have understanding of IVR building concepts.\\r\\n• Good to have knowledge in building integrations across WFM, CRM, Unified Communications, and contact centers\\r\\n• Hands on experience developing or supporting multichannel customer journey in cloud solution\\r\\n• Experience on SSO framework implementation like SAML and OAuth.\\r\\n• Experience with Amazon Connect IVR Contact Flow, Security profile, ACD and Reporting Components.\\r\\n• Experience in cloud watch logs analysis
Skill Requirements
1. Advanced Proficiency In Cisco Call Center Technologies And Support Practices.
2. Strong Understanding Of Troubleshooting Methodologies And Root Cause Analysis.
3. Excellent Communication And Interpersonal Skills To Effectively Collaborate With Teams And Engage With Customers.
4. Familiarity With Quality Standards And Regulatory Requirements In The Support Domain.
hould have good hands-on experience in Amazon Connect \\r\\n• Experience on building BOTs and Automation applications.\\r\\n• Experience in services like AWS services such as AWS Lex, Amazon Polly, AWS Lambda, Amazon S3, NLP based call flows AWS chat, DynamoDB and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience. \\r\\n• Should have understanding of IVR building concepts.\\r\\n• Good to have knowledge in building integrations across WFM, CRM, Unified Communications, and contact centers\\r\\n• Hands on experience developing or supporting multichannel customer journey in cloud solution\\r\\n• Experience on SSO framework implementation like SAML and OAuth.\\r\\n• Experience with Amazon Connect IVR Contact Flow, Security profile, ACD and Reporting Components.\\r\\n• Experience in cloud watch logs analysis
Other Requirements
1. Cisco Certified Network Associate (Ccna) Optional But Valuable.
2. Itil Foundation Certification Optional But Valuable
Should have good hands-on experience in Amazon Connect \\r\\n• Experience on building BOTs and Automation applications.\\r\\n• Experience in services like AWS services such as AWS Lex, Amazon Polly, AWS Lambda, Amazon S3, NLP based call flows AWS chat, DynamoDB and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience. \\r\\n• Should have understanding of IVR building concepts.\\r\\n• Good to have knowledge in building integrations across WFM, CRM, Unified Communications, and contact centers\\r\\n• Hands on experience developing or supporting multichannel customer journey in cloud solution\\r\\n• Experience on SSO framework implementation like SAML and OAuth.\\r\\n• Experience with Amazon Connect IVR Contact Flow, Security profile, ACD and Reporting Components.\\r\\n• Experience in cloud watch logs analysis
Why HCLTech?
At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.
HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
Benefits
At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:
Industry-benchmarked compensation
Best-in-class healthcare benefits
Personal time off
Maternity and paternity benefits
Access to skills / higher education programs/resources
Discounts on products and services via Benefit Box
Participate in CSR programs and live life with a purpose
Opportunities to grow and advance your career
Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.
