Senior Administrator - Cisco Unified Communications

HCLTech
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📍 Chennai, India

About this role

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

Frequently Asked Questions

Is the salary disclosed for the Senior Administrator - Cisco Unified Communications position at HCLTech?
The salary for this Senior Administrator - Cisco Unified Communications role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Administrator - Cisco Unified Communications position at HCLTech located?
This Senior Administrator - Cisco Unified Communications role at HCLTech is based in Chennai, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Senior Administrator - Cisco Unified Communications position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Senior Administrator - Cisco Unified Communications job at HCLTech posted?
This Senior Administrator - Cisco Unified Communications position at HCLTech was posted on Aug 4, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Administrator - Cisco Unified Communications
HCLTech
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