Team Leader - Intelligent Infrastructure Services

Job Summary

Voice Network Design Support:

• Architect, implement, and optimize Webex Calling and Webex Contact Center solutions, ensuring seamless integration into enterprise environments with high scalability and redundancy.
• Leverage Eleveo analytics and network optimization tools to ensure superior service quality, uptime, and low latency for voice services.
• Troubleshoot and resolve complex VoIP, SIP, and call routing issues, ensuring minimal disruption and efficient call flow within multi site and hybrid network environments.

Webex Contact Center:

• Oversee the design, implementation, and optimization of call routing strategies, including skills based routing, IVR systems, and real time queue management.
• Configure and manage agent profiles, queues, and workflows to maximize operational efficiency, while ensuring alignment with business objectives.
• Lead the integration of Webex Contact Center with third party systems e.g., CRM, cloud services, and AI based automation