Senior Administrator Cisco Unified Communications

Job description

Senior Administrator - Cisco Unified Communications India 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  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