We use cookies for the best user experience on our website, including to personalize content & offerings, to provide social media features and to analyze traffic. By clicking “Accept All Cookies” you agree to our use of cookies. You can also manage your cookies by clicking on the "Cookie Preferences" and selecting the categories you would like to accept. For more information on how we use cookies please visit our and Modify Cookie Preferences
Reject All Cookies Accept All Cookies
Senior Administrator - Cisco Unified Communications
India
Job Description
Senior Administrator - Cisco Unified Communications
Chennai, Tamil Nadu
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. Solid 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
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
Information at a Glance
Why HCLTech?
At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.
HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.
Copyright © 2026 HCL Technologies Limited
×
Cookie Consent Manager
When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.
Required Cookies
These cookies are required to use this website and can't be turned off.
Required Cookies
Show More Details
Required Cookies Provider Description Enabled
SAP as service provider
We use the following session cookies, which are all required to enable the website to function:
- "route" is used for session stickiness
- "careerSiteCompanyId" is used to send the request to the correct data center
- "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
- "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another
Cookies from provider SAPasserviceprovider are required and cannot be turned off
Functional Cookies
These cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies.
Consent to all Functional Cookies
Show More Details
Functional Cookies Provider Description Enabled
Vimeo
Vimeo is a video hosting, sharing, and services platform focused on the delivery of video. Opting out of Vimeo cookies will disable your ability to watch or interact with Vimeo videos.
Consent to cookies from provider Vimeo
YouTube
YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos.
Consent to cookies from provider YouTube
Advertising Cookies
These cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that these third parties make available may be impacted if you do not accept these cookies.
Consent to all Advertising Cookies
Show More Details
Advertising Cookies Provider Description Enabled
Google Analytics
Google Analytics is a web analytics service offered by Google that tracks and reports website traffic.
Consent to cookies from provider GoogleAnalytics
Google Tag Manager
Google Tag Manager is a tag management system for conversion tracking, site analytics, remarketing, and more.
Consent to cookies from provider GoogleTagManager
LinkedIn
LinkedIn is an employment-oriented social networking service. We use the Apply with LinkedIn feature to allow you to apply for jobs using your LinkedIn profile. Opting out of LinkedIn cookies will disable your ability to use Apply with LinkedIn.
📌 Senior Administrator - Cisco Unified Communications (India)
🏢 HCLTech
📍 India