Chennai, Tamil Nadu
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
Skills
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
- Strong 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
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