Senior Administrator - Cisco Unified Communications

Experience: 8 to Not Available years

Location: Chennai, India

Skills: Amazon Connect, Genesys Cloud, Cisco UCCX, Finesse, CUCM, IVR, CTI, AWS, Lambda, Lex, IAM, CloudWatch, REST APIs, JavaScript, Python, Java, .NET, SQL, SIP, RTP, DTMF, Oracle, MySQL, Web services, APIs, CRM systems, CUIC

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
• 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
• Solid 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

📌 Senior Administrator Cisco Unified Communications (Chennai)
🏢 HCL Technologies
📍 Chennai