Chennai, Tamil Nadu
Job Summary
Experienced Contact Center Engineer with 8+ years of expertise in Amazon Connect, Genesys Cloud, and Cisco UCCX settings. Skilled in developing, integrating, and supporting cloud and on-premise contact center solutions, including IVR, CTI, and multimedia channels. Robust 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
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
Robust 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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📌 Senior Administrator Cisco Unified Communications Chennai
🏢 HCLTech
📍 Chennai