Manager- Cisco Contact Center

Job description

About Our Company Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP. Job Description We are looking for a highly skilled Cisco Contact Center Lead with 14+ years of experience in designing, implementing, managing, and transforming enterprise Contact Center solutions. The ideal candidate will possess deep expertise in Cisco Contact Center technologies, act as a technical leader for complex projects, drive solution architecture discussions, mentor engineering teams, and engage with senior stakeholders to deliver business-critical Contact Center initiatives. The candidate should also bring strong people leadership experience, including leading high-performing engineering and support teams, driving talent development, performance management, workforce planning, stakeholder management, and fostering a culture of innovation, collaboration, and operational excellence. The candidate should have hands-on experience across Cisco Contact Center platforms, including UCCE, UCCX, CVP, Finesse, CUIC, ICM, CUCM, and Webex Contact Center, with strong exposure to cloud, automation, and customer experience transformation programs. Key Responsibilities Lead the design, deployment, migration, and support of enterprise-scale Cisco Contact Center solutions. Lead, coach, and develop a high-performing team of Contact Center engineers and technical specialists, fostering a culture of accountability, collaboration, and continuous improvement. Partner with senior leadership and cross-functional stakeholders to align team objectives with organizational goals, drive change management, and support business transformation initiatives. Partner effectively with engineering teams, technical leads, and cross-functional stakeholders to drive alignment, accelerate delivery, and ensure successful execution of strategic initiatives. Demonstrate strong communication skills with the ability to translate complex technical concepts into business outcomes, engaging effectively with both technical teams and business leadership. Exhibits a strong understanding of technical and business concepts, with the ability to distill complexity into clear, actionable recommendations for diverse stakeholders. Provide leadership for Contact Center projects, upgrades, migrations, and transformation initiatives. Architect end-to-end Cisco Contact Center solutions aligned with business requirements and best practices. Develop and review High-Level Design (HLD), Low-Level Design (LLD), and operational documentation. Lead troubleshooting and root cause analysis of critical voice and contact center incidents. Collaborate with business stakeholders, customers, vendors, and internal teams to drive successful project delivery. Manage Contact Center infrastructure lifecycle including upgrades, patching, performance tuning, and capacity planning. Drive modernization initiatives including cloud adoption, automation, AI integration, and digital channels. Serve as the escalation point for L2/L3 support teams. Mentor and guide engineers, fostering technical excellence and knowledge sharing. Participate in customer presentations, solution workshops, RFP responses, and technical governance reviews. Ensure adherence to SLAs, security standards, compliance requirements, and operational best practices. Provide strategic direction and resource planning to ensure optimal team capacity, capability development, and successful delivery of business-critical initiatives. Mentor team members through regular coaching, skill development programs, and knowledge-sharing initiatives to build technical and leadership capabilities. Ket skills : Cisco Contact Center Technologies Cisco UCCE (Unified Contact Center Enterprise) Cisco CVP Cisco Finesse Cisco ICM Scripting Cisco CUIC Reporting Unified Communications Cisco Unified Communications Manager (CUCM) Cisco Unity Connection Cisco CUBE Cisco Expressway Voice & Networking SIP Protocol Voice Gateways H.323 MGCP PRI/ISDN Call Routing and Dial Plans QoS and Voice Troubleshooting Cloud & Modern Contact Center Webex Contact Center (WxCC) Google Dialog Flow Contact Center Cloud Migration Omnichannel Solutions Digital Engagement Platforms AI-powered Contact Center Solutions Integration Skills CRM Integrations (Salesforce) Database Connectivity Third-Party Workforce Management Solutions Leadership Responsibilities Lead a team of Contact Center Engineers and SMEs. Drive technical strategy and roadmap discussions. Act as the primary technical contact for customers and management. Review solution designs and implementation plans. Manage project risks, dependencies, and technical escalations. Strong analytical and problem-solving skills. Strong people management skills, including performance management, career development, succession planning, conflict resolution, and talent acquisition. Excellent stakeholder management and communication skills, with the ability to influence cross-functional teams, drive organizational change, and align team objectives with business goals. Success Profile The ideal candidate is a hands-on technical leader who can balance architecture, operations, stakeholder management, and team leadership while driving Contact Center transformation initiatives in large enterprise environments. The candidate should also be an effective people leader, with proven experience in building, mentoring, and developing high-performing teams, fostering a culture of collaboration and accountability, and driving employee growth, engagement, and organizational success. Required Qualifications Bachelor's degree in engineering, Computer Science, Information Technology, or related field. Experience managing and supporting large-scale contact center environments with 1,000+ agents. Proven track record of leading implementation and migration projects. Preferred Qualifications CCNP Collaboration CCIE Collaboration (Highly Preferred) Cisco Contact Center Specialist Certifications Webex Contact Center Certifications ITIL Foundation In-Office Collaboration We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process. Full-Time/Part-Time Full time Timings (2:00p-10:30p) India Business Unit AWMPO AWMP&S President's Office Job Family Group Technology Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law. We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.