Webex Contact Center Admin

16 hours ago

Hyderabad, India Skywalk Global Full time

Job Description: The Voice Migration Support Specialist will support enterprise voice transitions from Avaya to Microsoft Teams for telephony and from Avaya Contact Center to Cisco Webex Contact Center. This role focuses on post-migration support, addressing user issues, troubleshooting voice and contact center functions, and ensuring a smooth adoption of the new platforms. Responsibilities: - Provide post-migration support for Microsoft Teams voice and Cisco Webex Contact Center environments. - Perform the migration of users and services from Avaya to Microsoft Teams and from Avaya Contact Center to Cisco Webex Contact Center. - Troubleshoot and resolve issues related to call flows, user configurations, devices, and telephony features. - Monitor migration outcomes, identify recurring issues, and escalate or recommend improvements as needed. - Assist end users and technical teams in understanding new workflows, features, and platform behaviors. - Collaborate with engineering, networking, and project teams to ensure seamless transition and stability of voice services. - Document issues, fixes, and best practices to support knowledge transfer and ongoing operations. Required Skills & Experience: - Hands-on experience with Microsoft Teams voice migration, including user enablement, call routing, SBCs, and phone system configuration. - Practical experience with Cisco Webex Contact Center (or Cisco Contact Center platforms), including queueing, routing, agent profiles, and reporting. - Strong understanding of Avaya voice systems and contact center environments (legacy knowledge for troubleshooting). - Solid troubleshooting skills across telephony, networking, and collaboration technologies. - Strong communication skills and customer-focused support mindset.

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