Administrator - Cisco Customer Voice Portal (CVP)

This role focuses on independently resolving technical issues related to Cisco voice systems within the Support & Operations team. You will manage Cisco Voice system operations while adhering to quality standards and regulatory requirements to ensure compliance with company policies. The position involves providing expert support for on-call escalations involving Cisco voice issues and performing thorough root cause analyses to identify and mitigate recurring problems. You will independently resolve support tickets within agreed SLAs, ensuring timely and efficient service delivery. Contributing to knowledge base management, providing training to new hires, and coaching analysts in Cisco Voice operations are key responsibilities. Enhancing customer experience and improving CSAT scores through effective first call resolution strategies is also expected.