Senior Administrator - Cisco Customer Voice Portal (CVP)

Senior Administrator - Cisco Customer Voice Portal (CVP)

The Senior Administrator for Support & Operations plays a crucial role in delivering advanced technical support and operational excellence for Cisco Voice systems. This position is essential in ensuring customer satisfaction through effective troubleshooting, root cause analysis, and the implementation of long-term solutions. The role emphasizes collaboration, knowledge sharing, and adherence to quality standards to enhance the overall service delivery.

Key Responsibilities:

• Adhere to quality standards and regulatory requirements by implementing best practices in Cisco Voice operations and support.
• Provide advanced support for complex incidents escalated by analysts, conducting thorough root cause analysis and implementing effective solutions to resolve technical and security issues.
• Engage in value-adding activities such as updating and managing the knowledge base, training new team members, and coaching analysts to enhance team performance.
• Resolve complex tickets within agreed SLAs by collaborating with cross-functional support teams to ensure seamless operations and maintain a robust security posture.
• Ensure a positive customer experience by achieving first call resolution, minimizing rejected resolutions and case reopen, and proactively mitigating security threats.

Skill Requirements:

• In-depth knowledge of Cisco Voice technologies and systems.
• Strong troubleshooting and problem-solving skills in a support environment.
• Solid understanding of operational procedures and quality assurance standards.
• Proficiency in root cause analysis and implementing corrective actions.
• Excellent communication and interpersonal skills for effective collaboration and customer interactions.

Other Requirements:

• Optional but valuable: Cisco Certified Network Associate (CCNA) Voice or Cisco Certified Network Professional (CCNP) Collaboration.
• Optional but valuable: ITIL Foundation Certification

Maximum Salary (US): 107000 Minimum Salary (US): 61000

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 227,000 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 March 2026 totaled $14.7 billion.

Compensation and Benefits

A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.