Senior Administrator - Cisco Unified Communications
India
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Job Description
Senior Administrator - Cisco Unified Communications
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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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.