Sr. Manager - Cisco UCCE

We are One 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 of One 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.
Job Description
Interested suitable candidates please be in touch with roopashree.ry@sutherlandglobal.com
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
Qualifications
Any Graduate/Post Graduate

Work arrangement
No