Description

Key Responsibilities

• Oversee day-to-day operations of Cisco Call Manager, collaboration tools, and AWS Connect environments
• Ensure systems meet SLAs and performance metrics
• Manage and resolve incidents; conduct root cause analysis and implement preventative measures
• Plan and oversee projects related to Cisco Call Manager, collaboration tools, and AWS Connect
• Build and maintain strong client relationships; provide regular service performance reports
• Identify and implement process improvements to enhance service delivery

Required Skills

• Proficiency in Cisco Call Manager and related collaboration technologies
• Strong understanding of AWS Connect and cloud-based contact center solutions
• Experience with VoIP, network management, and unified communications
• Strong analytical and problem-solving skills
• IT project management experience with a track record of successful delivery

Preferred Skills

• Cisco CCNP certification
• AWS Certified Solutions Architect certification

Key Skills

Education

Bachelor's degree