Sr. Manager - Cisco UCCE

Sutherland; Tamil Nadu; On-site; INR 4,000,000 - 8,000,000; Full time

Job summary

One Sutherland is seeking a Sr. Manager to lead IT infrastructure management, strategy, and execution. The role interfaces with Fortune 500 clients and requires travel ~10%.

You will oversee UCCE servers, Windows Server environments, and DR/HA planning while coordinating with cross-functional teams. Applicants should have 10–20 years of experience and strong Cisco UCCE, CVP, Finesse, CUCM, and security-hardening skills.

Qualifications

• 10-20 years of experience in IT infrastructure leadership roles
• Must be able to travel ~10% and work off-shift/weekend hours supporting projects
• Experience with Cisco UCCE and related contact center technologies is required
• Windows Server administration and virtualization expertise essential
• Hands-on with server builds, upgrades, patching, and DR/HA planning

Responsibilities

• Maintain UCCE servers (AW, PG, Rogger, CVP, Finesse, CUCM, etc.)
• Manage Windows Server environments supporting UCCE
• Perform server builds, upgrades, and patching
• Monitor server performance, CPU, memory, storage, and system health
• Support Cisco UCCE application services and troubleshoot infrastructure issues
• Handle upgrades, migrations, and system refresh projects
• Maintain high availability and redundancy architecture
• Monitor UCCE components using monitoring tools and respond to alerts
• Document infrastructure designs and operational procedures

Skills

Cisco Contact Center Knowledge

Cisco UCCE Architecture

CVP

Finesse

CUCM integration

ICM scripting basics

Education

Any Graduate/Post Graduate

Tools

Windows Server

VMware

Active Directory

DNS

Storage & Backup

Job description

We areOne Sutherland- a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer.We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal ofOne Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Sr. Manager is a senior-level executive responsible for the management, strategy, and execution of IT infrastructure within an organization. This role involves overseeing the IT department, ensuring that systems and technology services align with the business' goals and operational needs. IT Directors serve as a bridge between technical and non-technical domains, translating business objectives into technological solutions and vice versa. The IT Director must be comfortable interfacing with fortune 500 clients. Must be able to travel approximately 10% and work various off shift and weekend hours supporting projects and participate in a 24x7 on-call rotation.

Required Technical Skills

• Cisco Contact Center Knowledge


• Cisco UCCE Architecture


• CVP


• Finesse


• CUCM integration


• ICM scripting basics

Server & Infrastructure Skills

• Windows Server Administration


• VMware / Virtualization platforms


• Active Directory & DNS


• Storage and backup technologies

Certifications

• Windows\\VMWare certifications along with UCCE preferably.

Experience:

• 10 - 20 years of experience

Responsibilities:

• Maintain UCCE servers (AW, PG, Rogger, CVP, Finesse, CUCM, etc.)


• Manage Windows Server environments supporting UCCE


• Perform server builds, upgrades, and patching


• Monitor server performance, CPU, memory, storage, and system health

• Support Cisco UCCE application services


• Troubleshoot infrastructure-related issues impacting call routing or agent availability


• Handle upgrades, migrations, and system refresh projects


• Maintain high availability and redundancy architecture

• Monitor UCCE components using monitoring tools


• Investigate system alerts and service outages


• Perform root cause analysis for infrastructure failures


• Work with Cisco TAC and vendors when required

• Manage backups for UCCE servers and databases


• Support Disaster Recovery testing and failover activities


• Implement OS and infrastructure security hardening


• Maintain compliance with enterprise security standards

• Work with network, voice, database, and application teams


• Support change management and release activities


• Document infrastructure designs and operational procedures

Any Graduate/Post Graduate