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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À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.
Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français.
Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.
