General Datatech India

Role & responsibilities Lead the design, implementation, and troubleshooting of Webex Calling and Webex CC environments. Provide Level 3 escalation support for complex UC and contact center incidents. Work with Cisco TAC, partners, and internal teams to resolve technical issues. Manage user provisioning, number management, auto attendants, hunt groups, call queues, etc., in Webex Control Hub. Configure and support SIP trunks, local gateways, and dial plans across global sites. Integrate Webex CC with CRMs (e.g., Salesforce, Zendesk), and third-party platforms as needed. Optimize call flows, IVRs, routing strategies, and analyze call reporting/analytics. Implement and maintain monitoring tools and dashboards for voice quality and contact center KPIs. Work closely with InfoSec and compliance teams to ensure data privacy, encryption, and call recording policies are enforced. Assist in migrations from legacy systems (e.g., CUCM, UCCX) to Webex Calling and Webex CC. Document designs, procedures, configurations, and standard operating practices. Participate in on-call rotation and handle escalations as needed. Preferred candidate profile 5+ years of hands-on experience in Cisco Unified Communications and cloud calling solutions. Strong expertise in Webex Calling (Multi-Tenant or Dedicated Instance) and Webex Contact Center (Webex CC). Experience with Control Hub, SIP, PSTN integrations, number plans, Auto-Attendants, and hunt group configurations. Strong understanding of contact center flows, IVR, call routing, call recording, and reporting dashboards. Familiarity with networking fundamentals, QoS, and media path troubleshooting. Experience with integration of Webex CC with third party tools Ability to read and analyze PCAPs, SIP traces, and call logs.