The Job

Senior Administrator - Cisco Contact Center

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling

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We are seeking a Senior Administrator with extensive experience in Genesys Cloud and Cisco Contact Center technologies. The role involves day-to-day support, proactive maintenance, complex troubleshooting, and solution design across voice, digital, and AI channels. Responsibilities include managing inbound/outbound calls, integrating third-party tools, and ensuring system security and compliance.

Ansvarsområden

  • Administering and supporting PureCloud (Genesys Cloud).
  • Providing day-to-day support and proactive maintenance.
  • Performing independent complex IVR system troubleshooting and root-cause analysis.
  • Designing Genesys Pure Cloud Contact Centre solutions across Voice, Digital, AI/BOT, Network, Security, and Third-Party Integrations.
  • Working with contact center technologies like ACD, call recordings, and WFM.
  • Utilizing Omni-channel technologies.
  • Developing and architecting flows using Genesys Pure cloud Developer tools.
  • Configuring Edge Server/Trunk, Network/Firewall/PBX Integration, Agent Skill and Bullseye Routing, Email-Voicemail-Chat-Voice Queue Routing.
  • Delivering and providing solutions with Contact Centre solutions, specifically Genesys Purecloud.
  • Developing IVR and ACD systems.
  • Integrating scripts and APIs, including Spinsci.
  • Working with AI/NLP engines like Google CCAI, Amazon Lex/Polly.
  • Configuring Call Routing and Scheduling.
  • Understanding Contact Centre business operations, processes, and transaction flows.
  • Understanding security requirements, industry-specific compliance, and certification requirements.

Krav

  • Experience administrating and supporting PureCloud (Genesys Cloud).
  • Experience in Genesys deployment.
  • Experience in Inbound Call management.
  • Experience in outbound call/Outbound Dialler management on Genesys PureCloud.
  • Experience in Genesys Pure cloud Contact Centre Solution design across Voice, Digital, AI/BOT, Network, Security, Integrations with Third Party tool.
  • Experience with contact center technologies (e.g., ACD, call recordings, WFM etc.).
  • Well versed with Omni-channel technologies.
  • Experienced in Genesys Pure cloud Developer tool.
  • Expertise in Architect flows.
  • Knowledge of Development Skills-Pure Cloud API’s.
  • Edge Server/Trunk Configuration, Network/Firewall/PBX Integration & Agent Skill and Bullseye Routing, Email-Voicemail-Chat-Voice Queue Routing.
  • Hands-on delivery and solution experience with Contact Centre solution, Genesys Purecloud.
  • IVR and ACD development experience.
  • Experience with scripting and APIs Integration – Spinsci.
  • Experience with AI/NLP engines - Google CCAI, Amazon Lex/Polly.
  • Call Routing and Scheduling Configuration.
  • Agent Skill and Bullseye Routing.
  • Email-Voicemail-Chat-Voice Queue Routing.
  • Cisco Cube SBC, and SIP skill require.
  • Good Understanding of Contact Centre business operations, processes & transaction flows.
  • Understand security requirements, industry specific compliance & certification requirements.
  • Excellent verbal and written communication skills.

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career at HCLTech.
  • Find your spark at HCLTech.
  • A place that knows that helping its customers stay on top starts by putting its people first.
  • Global technology company with over 223,000 people across 60 countries.
  • Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
  • Broad portfolio of technology services and products.
  • 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.
#Cisco Contact Center#Genesys Cloud#IVR#ACD#Omni-channel#API#SIP
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Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Noida, India

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