Role & responsibilities

- Demonstrate solid understanding of enterprise contact centre architecture

- Understand how agent desktop, routing, skills, queues, and telephony integrations function within enterprise ecosystems

- Support transition planning and migration efforts toward Amazon Connect

- Assist in mapping legacy configurations to cloud-native equivalents

- Ensure governance, documentation, and configuration consistency

- Provide mentorship and technical guidance to platform administrators

- Enterprise Contact Centre Administration (Legacy Platforms)

- Administer and configure enterprise contact centre platforms such as Cisco UCCE / Finesse, Genesys Engage / Workspace, or similar enterprise solutions

- Deploy and manage agent desktop components and configurations

- Configure Not Ready and Wrap-Up reason codes

- Create and manage phonebooks and agent teams

- Configure call variable display and desktop settings

- Create and manage agent profiles

- Assign skills and configure skill-based routing

- Maintain routing configurations and queue structures

- Ensure configuration consistency across environments





- Support migration planning from legacy contact centre platforms to Amazon Connect

- Analyse and document existing routing logic, skills, agent states, and configuration dependencies

- Assist in translating legacy routing models into Amazon Connect contact flows, routing profiles, and queues

- Support integration mapping between Amazon Connect and enterprise systems

- Participate in testing, validation, and phased rollout execution

- Support coexistence model during migration

- Assist in documentation and knowledge transfer activities

Preferred candidate profile

- Hands-on experience with Cisco UCCE / Finesse

- Hands-on experience with Genesys Engage / Workspace

- Experience with Amazon Connect configuration and administration

- Experience supporting cloud migration or modernization programs

- Familiarity with AWS ecosystem services supporting contact centre integrations

- Experience in hybrid (on-prem + cloud) coexistence environments

- Experience working in regulated enterprise environments

📌 Lead Cisco Finesse Developer (Bengaluru)
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