Job description:

Genesys/Cisco/NICE contact center with Migration experience Location- Hyderabad/Chennai
70% Contact Centre/Telephony Engineer + 20% Linux/Automation Engineer + 10% Technical Business Analyst/Stakeholder Support role.

• Strong Genesys/Cisco/NICE contact center experience
• Good understanding of SIP/VoIP networking
• Hands-on Linux administration skills
• Basic to intermediate Python automation skills
• Experience handling production incidents and escalations
• Ability to support a 24x7 global contact center setting
• Exposure to contact center modernization or migration programs

REQUIRED QUALIFICATIONS• 3+ years hands-on experience with an enterprise contact center platform (Genesys, NICE, Five9, Avaya, Cisco, or comparable)
• Working knowledge of SIP, RTP, and VoIP fundamentals in a multi-region enterprise environment
• Demonstrated experience troubleshooting call flows, routing logic, and media path issues
• Networking fundamentals: TCP/IP, DNS, routing, firewalls, QoS
• Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk,



or comparable open-source telephony components
• Prior participation in a contact center platform migration or replacement
• SIP debugging tooling: sngrep, sipgrep, Wireshark, HOMER
• Proficiency in Linux environments: service configuration, log analysis, command-line troubleshooting
• Proficiency in at least one scripting or programming language (Python, JavaScript, Bash, or comparable)
• Experience integrating systems via REST APIs and webhooks
• Experience with Git and standard deployment workflows
• Infrastructure as Code: Terraform, Ansible, or comparable
• Monitoring and observability tooling: Splunk, Grafana, Prometheus, Datadog
• SQL and relational database fundamentals
• Automated voice testing platforms (Cyara or comparable)
• Familiarity with AI-assisted contact center capabilities: virtual agents, intent-based routing, speech analytics

Working practices• Demonstrated ability to triage, prioritize

📌 Genesys/Cisco/NICE contact center experience (Hyderabad)
🏢 Wipro
📍 Hyderabad