Genesys/Cisco/NICE contact center experience

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
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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
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Mandatory Skills: Contact Center
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Experience: 5-8 Years
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Work arrangement
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