Description

Manage the operations, delivery, and stability of Cisco Call Manager, collaboration tools, and AWS Connect environments.

Responsibilities

• Oversee day-to-day operations for Cisco Call Manager and AWS Connect to meet SLAs and performance metrics.
• Lead a team of IT professionals, providing technical guidance and professional development.
• Manage incident and problem resolution, including performing root cause analysis to prevent recurrence.
• Execute projects related to collaboration tools and cloud contact centers, coordinating with cross-functional teams.
• Maintain client relationships by providing regular service performance reports and updates.

Required Skills

• 5+ years of experience in IT service management.
• Hands-on management of Cisco Call Manager and collaboration technologies.
• Strong understanding of AWS Connect and cloud-based contact center solutions.
• Proven experience in Project Management.
• CCNP certification.
• AWS technical proficiency.
• Bachelor's Degree in Computer Science, Information Technology, or a related field.

Key Skills

Education

Bachelor's Degree