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 (Bengaluru)
🏢 HCLTech
📍 Bengaluru