Senior Administrator - Cisco Contact Center
India
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Job Description
Senior Administrator - Cisco Contact Center
Noida, Uttar Pradesh

Job Summary

Genesys CCaaS Technical SME

Job Location: Noida / Chennai/ Madurai/ Vijaywada \\\\r\\\\n• Work Model: Supports 24x7 global contact center operations; on-call / shift rotation for P1/P2 incidents.\\\\r\\\\n• Notice Period: Immediate to 30 days preferred.\\\\r\\\\n• Bachelor’s degree in Engineering / Computer Science or equivalent.\\\\r\\\\n• Experience: 5–8 years with 3+ years supporting Genesys Cloud CX / contact center platforms.\\\\r\\\\n• Genesys Cloud CX certification (Professional – Administrator) desirable; ITIL Foundation a plus.\\\\r\\\\n

Key Responsibilities

Perform day-to-day technical administration and configuration of Genesys Cloud CX. • Support edge server / PSTN connectivity and interworking with the enterprise telephony SBC layer (Ribbon / AudioCodes). • Handle incidents, service requests, and standard changes within SLA; troubleshoot voice/omnichannel issues. • Support integrations with CRM, ServiceNow, and APIs; assist with data actions and webhooks. • Monitor platform health, call quality, and alerts; escalate P1/P2 to L3/architect as needed. • Maintain configuration records, CMDB accuracy, and technical documentation/runbooks.

Skill Requirements

Hands-on administration/support of Genesys Cloud CX (PureCloud) – configuration, routing, users, queues. • Understanding of voice fundamentals – SIP, SBC, PSTN/DID, edge connectivity. • Incident and change management in an ITIL-based environment (ServiceNow). • Basic scripting and API/integration troubleshooting (REST/JSON). • Monitoring and analytics using Genesys tooling.

Other Requirements

ob Location: Noida / Chennai/ Madurai/ Vijaywada • Work Model: Supports 24x7 global contact center operations; on-call / shift rotation for P1/P2 incidents. • Notice Period: Immediate to 30 days preferred. • Bachelor’s degree in Engineering / Computer Science or equivalent. • Experience: 5–8 years with 3+ years supporting Genesys Cloud CX / contact center platforms. • Genesys Cloud CX certification (Professional – Administrator) desirable; ITIL Foundation a plus.
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.