Sr. Manager - Cisco UCCE

Sutherland
Chennai
Workplace: RemoteFull timeFunction: IT Operations (Systems/Network Admin)Experience: 10-20 yearsSkills: ["Leadership","Stakeholder management","Troubleshooting","Root cause analysis","Documentation"]

Lead IT infrastructure management for Cisco UCCE environments, ensuring systems and application services stay aligned with business goals. Oversee server maintenance, builds, upgrades, patching, monitoring, and troubleshooting for components impacting call routing and agent availability. Drive upgrades and migrations, manage backups and disaster recovery failover testing, and implement security hardening and enterprise compliance while coordinating with Cisco TAC, vendors, and cross-functional teams.

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FursaFursa
Sutherland
Sutherland
16 hours ago

Sr. Manager - Cisco UCCE

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Last checked: 9 hours agoStatus: Live

Job Summary

Lead IT infrastructure management for Cisco UCCE environments, ensuring systems and application services stay aligned with business goals. Oversee server maintenance, builds, upgrades, patching, monitoring, and troubleshooting for components impacting call routing and agent availability. Drive upgrades and migrations, manage backups and disaster recovery failover testing, and implement security hardening and enterprise compliance while coordinating with Cisco TAC, vendors, and cross-functional teams.
Location: Chennai
Workplace: Remote
Employment Type: Full time
Job Function: IT Operations (Systems/Network Admin)
Seniority: Manager level

Key Responsibilities

  • •Maintain Cisco UCCE servers and services (AW, PG, Rogger, CVP, Finesse, CUCM) and manage Windows Server environments that support UCCE.
  • •Perform server builds, upgrades, and patching; monitor server performance and system health (CPU, memory, storage) and support UCCE application services.
  • •Troubleshoot infrastructure-related issues affecting call routing or agent availability; investigate alerts/outages and conduct root cause analysis.
  • •Handle upgrades, migrations, system refresh projects, and maintain high availability and redundancy architecture; support change management and release activities.
  • •Manage backups and support disaster recovery testing and failover activities, including OS/infrastructure security hardening and compliance with enterprise security standards.
Travel: Low travel

Key Requirements

  • •Any Graduate/Post Graduate.
  • •10–20 years of experience in relevant infrastructure/support roles.
  • •Cisco Contact Center knowledge, including Cisco UCCE architecture, CVP, Finesse, CUCM integration, and ICM scripting basics.
  • •Server and infrastructure skills including Windows Server administration, VMware/virtualization platforms, Active Directory & DNS, and storage/backup technologies.
  • •Ability to maintain high availability/redun­dancy and troubleshoot infrastructure issues impacting call routing or agent availability.
Experience:10-20 years
Skills:LeadershipStakeholder managementTroubleshootingRoot cause analysisDocumentation
Certifications:WindowsVMWareUCCE
Languages:English
Tech Stack:Cisco Contact CenterCisco UCCECVPFinesseCUCMICM scriptingWindows ServerVMwareVirtualizationActive DirectoryDNSStorageBackupMonitoring toolsCisco TACDisaster Recovery

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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