Senior Administrator - Cisco Contact Center
About this role
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.
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.
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.
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.
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.
Other Requirements
1. Cisco Certified Network Associate (Ccna) Optional But Valuable.
2. Itil Foundation Certification Optional But Valuable
2. Itil Foundation Certification Optional But Valuable
Frequently Asked Questions
Is the salary disclosed for the Senior Administrator - Cisco Contact Center position at HCLTech?
The salary for this Senior Administrator - Cisco Contact Center role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Administrator - Cisco Contact Center position at HCLTech located?
This Senior Administrator - Cisco Contact Center role at HCLTech is based in Others, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Senior Administrator - Cisco Contact Center position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Senior Administrator - Cisco Contact Center job at HCLTech posted?
This Senior Administrator - Cisco Contact Center position at HCLTech was posted on Sep 21, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Administrator - Cisco Contact Center
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.