Cisco Manager

Quantum World Technologies Inc.; San Diego (CA); On-site; USD 110,000 - 160,000; Full time

Job summary

Quantum World Technologies Inc. is seeking a Service Manager to oversee Cisco Call Manager, collaboration tools, and the AWS Connect environment. The role focuses on service delivery, high availability, and maintaining superior service quality across these platforms.

You will manage incidents, lead a team of IT professionals, and drive client engagement and project execution to meet SLAs and performance goals, while staying current with industry best practices.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• 5+ years in IT service management with Cisco Call Manager, collaboration tools, and AWS Connect.
• CCNP and AWS certifications highly desirable.
• Strong leadership, communication, and problem-solving skills.
• Experience managing SLAs and customer-facing engagements.

Responsibilities

• Oversee day-to-day operations of Cisco Call Manager, collaboration tools, and AWS Connect.
• Ensure SLA attainment and performance metrics.
• Lead and develop IT service delivery teams.
• Manage incidents, root cause analysis, and preventative actions.
• Coordinate cross-functional projects and client communications.

Skills

Cisco Call Manager

Team Leadership

IT Service Management

VoIP & UC Technologies

Stakeholder Communication

Education

Bachelor's degree in Computer Science or IT

Certifications: Cisco CCNP, AWS Certified Solutions Architect

Tools

Cisco Call Manager

AWS Connect

Collaboration Tools

Job description

Role : Service Manager – VOIP/Cisco Manager

Job Descripti

on:We are seeking a highly skilled and motivated Service Manager to oversee our Cisco Call Manager, collaboration environment, and AWS Connect environment. The ideal candidate will be responsible for managing service delivery, ensuring high availability, and maintaining superior service quality across these critical platforms. This role requires a blend of technical expertise, leadership capabilities, and a strong commitment to customer satisfacti

on1. Service Manageme

• nt:Oversee the day-to-day operations of the Cisco Call Manager, collaboration tools, and AWS Connect environmen
• ts.Ensure systems are running efficiently and effectively, meeting service level agreements (SLAs) and performance metri
• ip:Lead and manage a team of IT professionals, providing guidance, support, and development opportuniti
• es.Foster a collaborative and high-performing team cultu

re.3. Incident and Problem Manageme

• nt:Manage and resolve incidents, ensuring timely and effective resoluti
• on.Conduct root cause analysis and implement preventative measures to minimize future inciden

ts.4. Project Manageme

• nt:Plan, execute, and oversee projects related to the Cisco Call Manager, collaboration tools, and AWS Conne
• ct.Coordinate with cross-functional teams to ensure projects are delivered on time and within budg

et.5. Client Engageme

• nt:Build and maintain strong relationships with clients, understanding their needs and ensuring their satisfaction with our servic
• es.Provide regular updates and reports to clients on service performance and improvemen
• nt:Identify and implement process improvements to enhance service delivery and operational efficien
• cy.Stay updated with industry trends and best practices to ensure our services remain cutting-ed

ge.Qualificatio

• ns:Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., Cisco CCNP, AWS Certified Solutions Architect) are highly desirab
• le.Experience: Minimum of 5 years of experience in IT service management, with a focus on Cisco Call Manager, collaboration tools, and AWS Conne
• ct.Technical Skil
• ls:Proficiency in managing Cisco Call Manager and related collaboration technologi
• es.Strong understanding of AWS Connect and cloud-based contact center solutio
• ns.Experience with network management, VoIP, and unified communicatio
• ns.Leadership Skills: Proven ability to lead and manage teams, with excellent interpersonal and communication skil
• ls.Problem-Solving Skills: Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving issu

es.Project Management Ski

• lls:Experience in managing IT projects, with a track record of delivering successful outc