Cisco/Calabrio Manager (Remote)
Role Summary
The Cisco/Calabrio Tech Lead / Manager will serve as the primary onshore owner for a mature, business‑critical contact center platform. The role focuses on platform stability, incident management, integration oversight, API support, release coordination, and cross‑functional communication. This leader will work closely with offshore engineering teams, business stakeholders, and vendor partners to ensure seamless operations and continuous improvement.
Key Responsibilities
Platform Ownership — Serve as the senior technical team leader for Cisco Contact Center and Calabrio WFM/Analytics environments, ensuring uptime, performance, and operational integrity.
System & API Support — Troubleshoot, maintain, and enhance integrations, data flows, and APIs connected to the Cisco/Calabrio ecosystem.
Incident Management — Lead high‑priority incident resolution, root‑cause analysis, and communication with business and IT stakeholders.
Offshore Coordination — Direct daily work intake, backlog grooming, and technical guidance for offshore development and support teams.
Status Reporting — Provide clear, timely updates on incidents, enhancements, risks, and platform health to leadership and business partners.
Release & Change Management — Oversee deployments, configuration updates, and controlled changes across environments.
Operational Coverage — Participate in periodic weekend, after‑hours, and second‑shift support rotations to ensure 24x7 continuity.
Vendor & Stakeholder Engagement — Collaborate with Cisco, Calabrio, and third‑party vendors for escalations, patches, and roadmap alignment.
Documentation & Governance — Maintain accurate technical documentation, SOPs, and architectural diagrams.
Required Skills & Experience
Cisco Contact Center Expertise — Strong hands‑on experience with Cisco UCCE/UCCX, CVP, Finesse, SIP, call routing, and IVR flows.
Calabrio Proficiency — Working knowledge of Calabrio WFM, QM, Analytics, reporting, and integrations.
API & Integration Skills — Experience supporting REST/SOAP APIs, middleware, data pipelines, and custom connectors.
Technical Leadership — Ability to guide offshore teams, review technical work, and enforce engineering standards.
Operational Excellence — Strong troubleshooting, monitoring, and incident‑response capabilities.
Communication & Stakeholder Management — Clear communicator with the ability to translate technical issues into business‑friendly language.
Shift Flexibility — Willingness to support weekend and second‑shift coverage as part of a rotation.
Preferred Qualifications
Calabrio Certification or hands‑on implementation experience.
Cisco CCNP/CCIE Collaboration or equivalent experience.
Experience with cloud contact center migrations, hybrid architectures, or modernization initiatives.
Familiarity with ITIL, Agile, and DevOps practices.
Salary and Other Compensation:
Applications will be accepted until 06/19/2026.
The annual salary for this position is between $ 100,000– $ 150,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
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