ASSOCIATE CONSULTANT

Overview

No. of Positions

Job Description (Posting).

About HCLTech HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving. Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

SME-Voice-Cisco

Job Summary

The Subject Matter Expert in Support & Operations plays a vital role in ensuring the timely resolution of escalations and incidents while adhering to quality standards and SLAs. This position is crucial for maintaining customer satisfaction through effective analysis and communication with key stakeholders.

Key Responsibilities

• Ensure Timely Resolution And Quality Compliance Of Escalated Tickets In Cisco Voice Systems As Per The Agreed Sla, Utilizing Analytical Skills To Assess And Address Issues Efficiently.
• Mentor Team Members And Administrators By Preparing Standard Operating Procedures, Maintaining Effective Documentation, And Sharing Knowledge To Enhance Team Performance And Operational Excellence.
• Validate Change Order Implementation Plans And Assess Human Error Compliance In Cisco Voice Solutions, Actively Participating In Capacity Planning To Optimize Resource Allocation.
• Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings, Identifying Issues, And Facilitating Prompt Resolutions Through Effective Communication Strategies.
• Validate Analyses Such As Root Cause And Trend Analysis Related To Cisco Voice Incidents, Preparing Detailed Reports For Presentation To Key Business Stakeholders To Drive Performance Improvements.

Skills / Qualifications

Certifications

Employee Details

Employee Group Business Line FT

City Cary

Entity INFRA

Auto req ID 1607798BR

Expected Date of Closure 20-Nov-2025

Pay Range Minimum 55000

Pay Range Maximum 102000

Skill (Primary) DWP-UCC-Network Voice

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