Hyderabad GenesysCiscoNICE Contact Center Experience IND 500032

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. Job Description: Genesys/Cisco/NICE contact center with Migration experience Location - Hyderabad/Chennai 70% Contact Centre/Telephony Engineer + 20% Linux/Automation Engineer + 10% Technical Business Analyst/Stakeholder Support role. Strong Genesys/Cisco/NICE contact center experience Good understanding of SIP/VoIP networking Hands-on Linux administration skills Basic to intermediate Python automation skills Experience handling production incidents and escalations Ability to support a 24x7 global contact center environment Exposure to contact center modernization or migration programs REQUIRED QUALIFICATIONS 3+ years hands-on experience with an enterprise contact center platform (Genesys, NICE, Five9, Avaya, Cisco, or comparable) Working knowledge of SIP, RTP, and VoIP fundamentals in a multi-region enterprise environment Demonstrated experience troubleshooting call flows, routing logic, and media path issues Networking fundamentals: TCP/IP, DNS, routing, firewalls, QoS Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components Prior participation in a contact center platform migration or replacement SIP debugging tooling: sngrep, sipgrep, Wireshark, HOMER Proficiency in Linux environments: service configuration, log analysis, command-line troubleshooting Proficiency in at least one scripting or programming language (Python, JavaScript, Bash, or comparable) Experience integrating systems via REST APIs and webhooks Experience with Git and standard deployment workflows Infrastructure as Code: Terraform, Ansible, or comparable Monitoring and observability tooling: Splunk, Grafana, Prometheus, Datadog SQL and relational database fundamentals Automated voice testing platforms (Cyara or comparable) Familiarity with AI-assisted contact center capabilities: virtual agents, intent-based routing, speech analytics Working practices Demonstrated ability to triage, prioritize, and resolve production issues under time pressure Ability to make documented progress against incomplete requirements and raise gaps promptly Clear written and verbal communication, including translating technical detail for non-technical stakeholders Effective collaboration across time zones and functions, including structured shift handover and supporting stakeholders in regions other than the resource's own Sound judgment on escalation thresholds and handover quality PREFERRED QUALIFICATIONS Familiarity with telecom regulatory requirements including call recording consent and data residency ITIL / ITSM framework familiarity ͏ Location - Hyderabad/Chennai 70% Contact Centre/Telephony Engineer + 20% Linux/Automation Engineer + 10% Technical Business Analyst/Stakeholder Support role. Strong Genesys/Cisco/NICE contact center experience Good understanding of SIP/VoIP networking Hands-on Linux administration skills Basic to intermediate Python automation skills Experience handling production incidents and escalations Ability to support a 24x7 global contact center environment Exposure to contact center modernization or migration programs REQUIRED QUALIFICATIONS 3+ years hands-on experience with an enterprise contact center platform (Genesys, NICE, Five9, Avaya, Cisco, or comparable) Working knowledge of SIP, RTP, and VoIP fundamentals in a multi-region enterprise environment Demonstrated experience troubleshooting call flows, routing logic, and media path issues Networking fundamentals: TCP/IP, DNS, routing, firewalls, QoS Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components Prior participation in a contact center platform migration or replacement SIP debugging tooling: sngrep, sipgrep, Wireshark, HOMER Proficiency in Linux environments: service configuration, log analysis, command-line troubleshooting Proficiency in at least one scripting or programming language (Python, JavaScript, Bash, or comparable) Experience integrating systems via REST APIs and webhooks Experience with Git and standard deployment workflows Infrastructure as Code: Terraform, Ansible, or comparable Monitoring and observability tooling: Splunk, Grafana, Prometheus, Datadog SQL and relational database fundamentals Automated voice testing platforms (Cyara or comparable) Familiarity with AI-assisted contact center capabilities: virtual agents, intent-based routing, speech analytics Working practices Demonstrated ability to triage, prioritize, and resolve production issues under time pressure Ability to make documented progress against incomplete requirements and raise gaps promptly Clear written and verbal communication, including translating technical detail for non-technical stakeholders Effective collaboration across time zones and functions, including structured shift handover and supporting stakeholders in regions other than the resource's own Sound judgment on escalation thresholds and handover quality PREFERRED QUALIFICATIONS Familiarity with telecom regulatory requirements including call recording consent and data residency ITIL / ITSM framework familiarity ͏ ͏ ͏ Mandatory Skills: Contact Center . Experience: 5-8 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Apply Now Start applying with LinkedIn Please wait... Information at a Glance Get Job Alerts Receive notifications when we have open roles and get other relevant career news ">Register > Join Us Explore open roles that match your interests and skills ">Search Jobs > If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com . Do not email your resume to this ID as it is not monitored for resumes and career applications. Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com . We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law. Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. 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