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