HC

HCLTech

Senior Administrator - Cisco Unified Communications

Chennai · Staff/Principal

Older listing - lower visibility likelyVerified listingPosted 69d ago

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Skills required

14 listed

Unified CommunicationsAmazon ConnectSystem MonitoringGenesysCustomer Relationship Management (CRM) SoftwareApplication Programming Interface (API)SoftphoneAmazon Web Services+6 more

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Job description

Job Summary

Experienced Contact Center Engineer with 8+ years of expertise in Amazon Connect, Genesys Cloud, and Cisco UCCX environments. Skilled in developing, integrating, and supporting cloud and on-premise contact center solutions, including IVR, CTI, and multimedia channels. Strong in troubleshooting, system monitoring, and ensuring high availability of contact center platforms.

Key Responsibilities

 Design, develop, and configure IVR/call flows (Amazon Connect, Genesys, UCCX)

 Support L1/L2/L3 operations, incident resolution, and RCA

 Monitor system health, logs, and performance (CloudWatch, UCCX tools)

 Manage call routing, queues, agents, scripts, and reports

 Integrate contact center platforms with CRM, APIs, and backend systems

 Troubleshoot telephony, SIP, CTI, and desktop (Finesse/Softphone) issues

 Coordinate with stakeholders, TAC, and cross-functional teams

 Maintain documentation, runbooks, and ensure SLA compliance

Skill Requirements

Skills

Platforms: Amazon Connect, Genesys Cloud, Cisco UCCX, Finesse, CUCM
IVR & CTI: Call flows, scripts, Architect, UCCX Editor, softphone
Cloud & Tools: AWS (Lambda, Lex, IAM), CloudWatch, REST APIs
Languages: JavaScript, Python, Java/.NET (basic), SQL
Protocols: SIP, RTP, DTMF
Database: SQL, Oracle, MySQL
Integration: Web services, APIs, CRM systems
Monitoring & Reporting: CUIC, logs analysis, troubleshooting

Other Requirements

 Strong analytical, debugging, and problem-solving skills

 Experience in incident, problem, and change management (ITSM tools)

 Knowledge of Agile methodologies

 Ability to guide stakeholders and explain technical solutions

 Experience with patching, upgrades, HA, DR, and system maintenance

 Bachelor’s degree in Computer Science or related field

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Applicants who checked fit first are 3.1× more likely to hear back

Your match scoreFree · sign in

Your score for this role already exists

ASAI compared this JD against 41 signals - skills, seniority, domain, stack overlap etc. Add a resume and it unlocks in about 30 seconds.

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Free · no signup

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Daily job drops, skill trends and free resources - posted straight to the group. Leave any time.

Join WhatsApp Join Telegram

No spam. Just jobs and resources.

Why people use ASAI

Someone shared one job with you. ASAI keeps finding the rest.

Scored, not searched. Every role ranked against your actual profile.
Alerts as often as hourly. Reach new roles while the pile is still small.
Skill gaps, spelled out. See exactly which requirements you don't meet yet.
Verified jobs, only. Say no to ghost jobs. Your time deserves respect.