Track Lead - Cisco Contact Center

Experience: 12 to Not Available years

Location: Chennai, India

Skills: Amazon Connect, IVR, ACD, Reporting Components, Amazon Lex, Lambda, IAM, Cloud watch logs, SIP protocol, Database, SQL, Oracle, MySQL, Web Services, SOA functions, backend integrations, stored procedures, scripting, CTI development, Agent Softphone, JAVA, .Net, Genesys Cloud, JavaScript, REST APIs, OAuth, AWS, Python, JSON, XML, Agile methodologies, Cisco UCCX, Cisco Unified Contact Center Express, Cisco Finesse, Cisco Unified Intelligence Center, CUIC, ServiceNow, Remedy, Jira, SQL, SSL certificates, Cisco Smart Licensing, Flex licensing

Job Summary
1.Amazon Connect JDknowledge of Amazon Connect Contact Center Architecture.Experience with Amazon Connect IVR Contact Flow, Security profile, ACD and Reporting Components.Experience with Amazon Lex, Lambda function and IAMCloud watch logs analysisPerson to have good debugging and analytical skills where the primary objective would be resolutions of the critical environmental issues. Must be able to explain technical detail and provide guidance to internal stakeholders.Good Knowledge of SIP protocol.Hands on experience on multimedia setup (Inbound and Chat) environment.Positive knowledge in Database such as SQL, Oracle, MySQL etc.Some experience of Web Services/SOA functions, backend integrations, stored procedures, and scripting is must.Strong exposure on CTI development, Agent SoftphoneShould have knowledge on JAVA/.Net technology.

2.Genesys Cloud DeveloperResponsibilities:Design and develop applications on the Genesys Cloud platform.Integrate Genesys Cloud with enterprise systems and third-party apps.Troubleshoot and resolve issues related to Genesys Cloud applications.Maintain documentation and ensure high performance and reliability.Stay updated on cloud computing and contact center technologies.Configure and maintain cloud contact center environments.Troubleshoot technical issues and apply patches.Integrate Genesys Cloud with other business systems.

Skills & Qualifications:
Experience with Genesys Cloud platform.Experience on Genesys Cloud IVR Architect call flow development.Strong knowledge ofJavaScript, REST APIs, OAuth, AWS, Python, SQL, JSON, XML.Familiarity withAgile methodologies.Bachelor's degree in Computer Science or related field.5+ experience on Genesys Cloud.

Key Responsibilities
Job Description: Cisco UCCX Support EngineerRole TitleCisco UCCX Support Engineer / Cisco Contact Center Support SpecialistExperience12+yearsfor senior / L3 supportRole SummaryWe are looking for a skilledCisco UCCX Support Engineerto manage, support, troubleshoot, and maintain Cisco Unified Contact Center Express environments.



The role involves supporting day-to-day contact center operations, resolving incidents, managing call routing issues, troubleshooting agent/supervisor desktop problems, supporting IVR scripts, monitoring system health, and coordinating with Cisco TAC, network, voice, and application teams.

Key Responsibilities
1. UCCX Operations SupportProvide L1/L2/L3 support for Cisco UCCX contact center environment.Monitor UCCX services, engine status, application status, subsystem status, and system health.Troubleshoot call routing, IVR, queue, CSQ, trigger, application, and script-related issues.Support Cisco Finesse agent and supervisor desktop issues.Support agent login/logout, Not Ready states, wrap-up codes, skill assignment, team assignment, and resource configuration.Support real-time and historical reporting issues using Cisco Unified Intelligence Center / CUIC.Coordinate with business users, contact center supervisors, and operations teams for service continuity.

2. Incident and Problem ManagementHandle incidents related to:Calls not landing in queueCalls dropping in IVRAgent login failureFinesse desktop not loadingCSQ routing issuePrompt playback issueScript execution failureReporting mismatchCall recording issueHigh call wait timeService outagePerform root cause analysis for repeated incidents.Create problem tickets and track corrective actions.Work with Cisco TAC for complex platform, defect, or escalation cases.Maintain incident logs, RCA documents, and knowledge base articles.

3. Configuration and AdministrationConfigure and support:ApplicationsTriggersScriptsPromptsCSQsSkillsResources / AgentsTeamsSupervisorsCalendars / holidaysCall control groupsMedia resource groupsReporting accessPerform user provisioning and de-provisioning.Support minor IVR script changes using Cisco UCCX Editor.Upload and validate prompts.Validate call flow changes in non-production before production deployment.

4. Integration SupportSupport integration between UCCX and:Cisco Unified Communications Manager / CUCMCisco FinesseCisco Unified Intelligence Center / CUICCisco Unity Connection, if applicableVoice gateways / SIP trunksCRM applicationsWallboard / reporting toolsRecording platformsWorkforce management platformsTroubleshoot CTI, JTAPI, RMCM, AXL, and telephony-related integration issues.Coordinate with network, firewall, voice gateway,



and application teams for end-to-end issue resolution.

5. Monitoring and MaintenancePerform daily health checks for UCCX platform.Monitor CPU, memory, disk utilization, service status, database replication, and HA status.Validate backup status and system alerts.Support scheduled maintenance, patching, certificate renewal, and upgrade activities.Participate in DR, failover, and business continuity testing.Maintain operational runbooks and support documentation.

Skill Requirements
Preferred SkillsCisco UCCX upgrade and patching experience.Cisco UCCX HA deployment support.Cisco Contact Center migration experience.Cisco Voice Gateway / CUBE troubleshooting.Cisco Unity Connection knowledge.Experience with call recording and WFM integrations.Experience with ServiceNow, Remedy, Jira, or similar ITSM tools.Basic SQL/reporting knowledge for reporting troubleshooting.Knowledge of SSL certificates and security hardening.Exposure to Cisco Smart Licensing / Flex licensing.

Tools and Platforms
Cisco UCCX AdministrationCisco UCCX EditorCisco FinesseCisco Unified Communications Manager / CUCMCisco Unified Intelligence Center / CUICCisco RTMTCisco Voice Gateway / CUBECisco Unity ConnectionCisco TAC case managementServiceNow / ITSM toolSplunk / Syslog monitoring, if applicable

Daily Operational Activities
Perform UCCX health checks.Validate UCCX engine and subsystem status.Check application, trigger, CSQ, and agent availability.Review failed calls and routing issues.Monitor Finesse login issues.Check CUIC report availability.Review open incidents and SLA status.Coordinate with supervisors for operational issues.Update knowledge articles and shift handover notes.Participate in change review and production deployment support.

Other Requirements
Skill Area
Required KnowledgeCisco UCCXAdministration, troubleshooting, applications, triggers, scripts, CSQs, skills, resources, teamsCisco FinesseAgent desktop, supervisor desktop, login issues, gadget issues, browser issuesCUCMDevice association, CTI route points, CTI ports, directory numbers, SIP integrationUCCX ScriptingBasic to intermediate Cisco UCCX Editor knowledgeIVR SupportPrompt management, menu routing, time-of-day routing, holiday routingReportingCUIC reports, real-time reports, historical reports, reporting mismatch analysisVoice ProtocolsSIP, RTP, SCCP basics, DTMF, codec understandingTelephony TroubleshootingCall routing, call traces, gateway logs, dial plan validationHigh AvailabilityUCCX HA concepts, failover behavior, node health checksLogs and TracesUCCX logs, MIVR logs, Finesse logs, CUCM traces, RTMTITSMIncident, problem, change, RCA, SLA management

📌 Track Lead Cisco Contact Center (Chennai)
🏢 HCL Technologies
📍 Chennai