Unified Communications Engineer - Role Profile

Role Overview The Unified Communications Engineer will be a key member of the UC Product Engineering team, reporting to the UC Product Engineering Tech Lead. This role combines hands-on platform engineering with strategic involvement in large-scale cloud migrations, playing a critical part in modernizing AXA's contact centre technology infrastructure. The successful candidate will balance technical excellence with strong stakeholder engagement, ensuring seamless implementation and adoption of Genesys Cloud solutions across the organization.

Key Responsibilities

Platform Implementation & Configuration

- Design, implement, and maintain Genesys Cloud platform configurations, including Architect workflows, admin settings, and feature modules
- Configure and optimize intelligent routing workflows, voicebots, and call handling processes to meet business requirements
- Implement and manage call recording, speech analytics, quality management, and agent copilot capabilities within Genesys Cloud
- Work with both GUI and APIs to configure and troubleshoot platform functionality.
- Ensure platform configurations align with governance, security, and compliance requirements
- Coordinate application lifecycle activities, including impact assessments, testing coordination, and deployment scheduling
- Engage with Application Workplace and Infrastructure teams to ensure smooth feature deployments across the estate

Project Delivery & Migration

- Lead technical implementation of the Verint to Genesys Cloud migration for call recording, speech analytics, Quality Management and call summarization capabilities
- Provide hands-on engineering support during business onboarding and cutover activities
- Identify and mitigate technical risks throughout migration phases

Agile Collaboration & Requirements Refinement

- Work closely with Product Owners, Product Managers, BA and business stakeholders to understand problem statements/requirements and translate them into technical solutions
- Participate actively in agile ceremonies and contribute to sprint planning and delivery
- Support Business Validation Testing (BVT) coordination and provide technical guidance to testers
- Communicate complex technical concepts clearly to non-technical stakeholders

Technical Documentation & Knowledge Management

- Create and maintain comprehensive technical documentation, including architecture diagrams, configuration guides, and runbooks
- Document best practices, lessons learned, and troubleshooting procedures
- Contribute to internal knowledge repositories and support team training initiatives




- Keep documentation current as platform configurations and requirements evolve

Governance, Compliance & Risk Management

- Adhere to and support the implementation of governance controls including change management, architecture reviews, and data protection protocols
- Conduct and support AI/ML impact assessments for new capabilities
- Monitor vendor roadmaps and coordinate software version upgrades
- Actively participate in technical debt and risk management forums; identify, document, and prioritize technical debt items; collaborate with infrastructure and architecture teams to develop remediation strategies and timelines

Performance Monitoring & Optimization

- Monitor Genesys Cloud platform performance and intelligent routing workflows
- Identify performance bottlenecks and implement optimization solutions
- Proactively identify and resolve platform issues to minimize business impact
- Maintain platform health dashboards and reporting

Incident Management & Technical Support Escalation

- Serve as the technical escalation point for complex platform incidents that the Cognizant UC BAU Support team is unable to resolve
- Investigate root causes of complex incidents using systematic troubleshooting methodologies
- Coordinate with Genesys, Verint, and other relevant vendors to diagnose and resolve incidents
- Work collaboratively with vendors to identify workarounds, patches, or permanent solutions
- Provide guidance and technical mentoring to BAU Support team members to improve their incident resolution capabilities
- Document incident resolutions and contribute to knowledge base to prevent recurrence
- Maintain awareness of known issues, vendor roadmaps, and planned maintenance activities

Vendor & Cross-Functional Engagement

- Engage with Genesys and Verint vendors to evaluate new features, versions, and capabilities
- Collaborate with Verint Cloud WFM (Workforce Forecasting Engine) teams on integration and optimization
- Work with Infrastructure, Security, and Application teams to ensure UC solutions meet enterprise standards
- Support proof-of-concepts and pilots for emerging UC technologies

Required Experience

- Contact Centre Technology: Proven experience with contact centre design, implementation, and support activities
- Genesys Cloud:



Demonstrated expertise configuring and supporting Genesys Cloud via both GUI and APIs
- Specific Capabilities: Practical experience configuring call recording, speech analytics, VoiceBots/conversational AI, Quality Management, and Agent Copilot features within Genesys Cloud
- SIP Trunking: Experience working with SIP trunking carriers and resolving complex carrier-related incidents through vendor collaboration
- Application Lifecycle Management: Experience coordinating deployment activities, including impact assessments, testing coordination, and estate-wide rollouts
- Verint Platform: Experience configuring and supporting Verint Cloud WFM (Workforce Forecasting Engine) platform
- Fast-Paced Environments: Proven ability to deliver technical solutions within large-scale projects and agile business environments
- Problem-Solving: Strong analytical and troubleshooting skills with a methodical approach to complex technical issues
- Communication: Excellent verbal and written communication skills; ability to engage effectively with technical teams and business stakeholders
- Governance & Compliance: Familiarity with governance controls, change management processes, architecture reviews, data protection, and AI assessment protocols
- PCI DSS Awareness: Understanding of PCI DSS requirements and technologies such as Sycurio in contact centre contexts

Required Technical Skills & Certifications

- Genesys Cloud Certifications: Professional, Developer, and Architect certifications (or equivalent demonstrated expertise)
- Infrastructure as Code (IaC): Practical experience with Terraform or similar IaC tools
- Version Control: Proficiency with Git and version control workflows
- CI/CD Concepts: Working knowledge of continuous integration and continuous deployment pipelines
- API Development: Experience designing, consuming, and troubleshooting REST/SOAP APIs
- Configuration as Code: Ability to work with YAML and JSON configuration files
- Verint Cloud Certifications: Relevant Verint platform certifications or equivalent experience

Desirable Experience & Skills

- Hands-on experience working within a product engineering team
- Direct involvement in a Verint Cloud to Genesys Cloud migration project
- Experience with Gamma MyInbound for contact centre number management and optimization
- Experience with infrastructure monitoring and observability tools
- Familiarity with Agile/Scrum methodologies in product-driven environments
- Awareness of platform engineering or DevOps practices
- Cloud Migrations: Hands-on experience delivering large-scale UC migrations to cloud providers

📌 Genesys Developer (Bengaluru)
🏢 AXA Global Business Services (AXA GBS)
📍 Bengaluru