Job Description – Cisco Webex Calling & Contact Center Managed Services Engineer
Position Title
Cisco Webex Calling & Contact Center Managed Services Engineer
We are seeking an experienced Cisco Webex Calling & Contact Center Engineer to provide managed services support for the organization's cloud-based collaboration and contact center environment. The engineer will be responsible for operational support, incident management, service monitoring, troubleshooting, and platform administration of Cisco Webex Calling, Webex Contact Center, RingCentral (2 Ring), and Calabrio Call Recording solutions.
Provide operational support and administration for:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring platform
Calabrio Call Recording platform
Monitor platform health, performance, and service availability.
Investigate, troubleshoot, and resolve incidents and service requests.
Provide support for integrations from the Contact Center platform side for:
Salesforce
ServiceNow
Participate in incident management and problem management activities.
Provide on-call support during Priority 1 (P1) and Priority 2 (P2) incidents.
Coordinate with OEM vendors and customer stakeholders as required for issue resolution.
Maintain operational documentation, knowledge articles, and support procedures.
Ensure adherence to SLA commitments and IT service management processes.
Support Coverage
Service coverage: 10x5
Support location: Offshore (India)
Language support: English
On-call support applicable for P1 and P2 incidents
Must-Have Skills
Cisco Webex Calling Administration and Support
Cisco Webex Contact Center Administration and Support
VoIP and Unified Communications fundamentals
Incident, Problem, and Change Management
Troubleshooting of cloud collaboration platforms
Experience with Salesforce and ServiceNow integrations
Excellent verbal and written communication skills
Good-to-Have Skills
Calabrio Call Recording administration
Contact Center operations and reporting
SIP, PSTN, Call Routing, and Telephony concepts
ITIL Foundation knowledge
Experience working in managed services environments
Scope Assumptions
Migration from on-premises solutions (CUCM and UCCX) to Cisco Webex Calling and Webex Contact Center will be completed before the transition phase begins.
Any activity exceeding 40 hours shall be treated as a separate project and commercial engagement.
Managed services scope includes only:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring
Calabrio Call Recording
Support for Salesforce and ServiceNow integrations will be provided only from the Contact Center platform perspective.
Offshore support coverage of 10x5 in English language is included.
On-call support will be provided for P1 and P2 incidents only
Experience Required: 5–10+ Years
Work Location: Offshore (India)
Employment Type: Managed Services / Operations Support Role
Job Description – Cisco Webex Calling & Contact Center Managed Services Engineer
Position Title
Cisco Webex Calling & Contact Center Managed Services Engineer
We are seeking an experienced Cisco Webex Calling & Contact Center Engineer to provide managed services support for the organization's cloud-based collaboration and contact center environment. The engineer will be responsible for operational support, incident management, service monitoring, troubleshooting, and platform administration of Cisco Webex Calling, Webex Contact Center, RingCentral (2 Ring), and Calabrio Call Recording solutions.
Provide operational support and administration for:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring platform
Calabrio Call Recording platform
Monitor platform health, performance, and service availability.
Investigate, troubleshoot, and resolve incidents and service requests.
Provide support for integrations from the Contact Center platform side for:
Salesforce
ServiceNow
Participate in incident management and problem management activities.
Provide on-call support during Priority 1 (P1) and Priority 2 (P2) incidents.
Coordinate with OEM vendors and customer stakeholders as required for issue resolution.
Maintain operational documentation, knowledge articles, and support procedures.
Ensure adherence to SLA commitments and IT service management processes.
Support Coverage
Service coverage: 10x5
Support location: Offshore (India)
Language support: English
On-call support applicable for P1 and P2 incidents
Must-Have Skills
Cisco Webex Calling Administration and Support
Cisco Webex Contact Center Administration and Support
VoIP and Unified Communications fundamentals
Incident, Problem, and Change Management
Troubleshooting of cloud collaboration platforms
Experience with Salesforce and ServiceNow integrations
Excellent verbal and written communication skills
Good-to-Have Skills
Calabrio Call Recording administration
Contact Center operations and reporting
SIP, PSTN, Call Routing, and Telephony concepts
ITIL Foundation knowledge
Experience working in managed services environments
Scope Assumptions
Migration from on-premises solutions (CUCM and UCCX) to Cisco Webex Calling and Webex Contact Center will be completed before the transition phase begins.
Any activity exceeding 40 hours shall be treated as a separate project and commercial engagement.
Managed services scope includes only:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring
Calabrio Call Recording
Support for Salesforce and ServiceNow integrations will be provided only from the Contact Center platform perspective.
Offshore support coverage of 10x5 in English language is included.
On-call support will be provided for P1 and P2 incidents only
Experience Required: 5–10+ Years
Work Location: Offshore (India)
Employment Type: Managed Services / Operations Support Role
Job Description – Cisco Webex Calling & Contact Center Managed Services Engineer
Position Title
Cisco Webex Calling & Contact Center Managed Services Engineer
We are seeking an experienced Cisco Webex Calling & Contact Center Engineer to provide managed services support for the organization's cloud-based collaboration and contact center environment. The engineer will be responsible for operational support, incident management, service monitoring, troubleshooting, and platform administration of Cisco Webex Calling, Webex Contact Center, RingCentral (2 Ring), and Calabrio Call Recording solutions.
Provide operational support and administration for:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring platform
Calabrio Call Recording platform
Monitor platform health, performance, and service availability.
Investigate, troubleshoot, and resolve incidents and service requests.
Provide support for integrations from the Contact Center platform side for:
Salesforce
ServiceNow
Participate in incident management and problem management activities.
Provide on-call support during Priority 1 (P1) and Priority 2 (P2) incidents.
Coordinate with OEM vendors and customer stakeholders as required for issue resolution.
Maintain operational documentation, knowledge articles, and support procedures.
Ensure adherence to SLA commitments and IT service management processes.
Support Coverage
Service coverage: 10x5
Support location: Offshore (India)
Language support: English
On-call support applicable for P1 and P2 incidents
Must-Have Skills
Cisco Webex Calling Administration and Support
Cisco Webex Contact Center Administration and Support
VoIP and Unified Communications fundamentals
Incident, Problem, and Change Management
Troubleshooting of cloud collaboration platforms
Experience with Salesforce and ServiceNow integrations
Excellent verbal and written communication skills
Good-to-Have Skills
Calabrio Call Recording administration
Contact Center operations and reporting
SIP, PSTN, Call Routing, and Telephony concepts
ITIL Foundation knowledge
Experience working in managed services environments
Scope Assumptions
Migration from on-premises solutions (CUCM and UCCX) to Cisco Webex Calling and Webex Contact Center will be completed before the transition phase begins.
Any activity exceeding 40 hours shall be treated as a separate project and commercial engagement.
Managed services scope includes only:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring
Calabrio Call Recording
Support for Salesforce and ServiceNow integrations will be provided only from the Contact Center platform perspective.
Offshore support coverage of 10x5 in English language is included.
On-call support will be provided for P1 and P2 incidents only
Experience Required: 5–10+ Years
Work Location: Offshore (India)
Employment Type: Managed Services / Operations Support Role
Job Description – Cisco Webex Calling & Contact Center Managed Services Engineer
Position Title
Cisco Webex Calling & Contact Center Managed Services Engineer
We are seeking an experienced Cisco Webex Calling & Contact Center Engineer to provide managed services support for the organization's cloud-based collaboration and contact center environment. The engineer will be responsible for operational support, incident management, service monitoring, troubleshooting, and platform administration of Cisco Webex Calling, Webex Contact Center, RingCentral (2 Ring), and Calabrio Call Recording solutions.
Provide operational support and administration for:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring platform
Calabrio Call Recording platform
Monitor platform health, performance, and service availability.
Investigate, troubleshoot, and resolve incidents and service requests.
Provide support for integrations from the Contact Center platform side for:
Salesforce
ServiceNow
Participate in incident management and problem management activities.
Provide on-call support during Priority 1 (P1) and Priority 2 (P2) incidents.
Coordinate with OEM vendors and customer stakeholders as required for issue resolution.
Maintain operational documentation, knowledge articles, and support procedures.
Ensure adherence to SLA commitments and IT service management processes.
Support Coverage
Service coverage: 10x5
Support location: Offshore (India)
Language support: English
On-call support applicable for P1 and P2 incidents
Must-Have Skills
Cisco Webex Calling Administration and Support
Cisco Webex Contact Center Administration and Support
VoIP and Unified Communications fundamentals
Incident, Problem, and Change Management
Troubleshooting of cloud collaboration platforms
Experience with Salesforce and ServiceNow integrations
Excellent verbal and written communication skills
Good-to-Have Skills
Calabrio Call Recording administration
Contact Center operations and reporting
SIP, PSTN, Call Routing, and Telephony concepts
ITIL Foundation knowledge
Experience working in managed services environments
Scope Assumptions
Migration from on-premises solutions (CUCM and UCCX) to Cisco Webex Calling and Webex Contact Center will be completed before the transition phase begins.
Any activity exceeding 40 hours shall be treated as a separate project and commercial engagement.
Managed services scope includes only:
Cisco Webex Calling
Cisco Webex Contact Center
2 Ring
Calabrio Call Recording
Support for Salesforce and ServiceNow integrations will be provided only from the Contact Center platform perspective.
Offshore support coverage of 10x5 in English language is included.
On-call support will be provided for P1 and P2 incidents only
Experience Required: 5–10+ Years
Work Location: Offshore (India)
Employment Type: Managed Services / Operations Support Role
HCLTech is a global technology company, home to more than 226,600 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 September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
