Job Description

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