As a Network IPT & Genesys Contact Center Specialist, you will play a critical role in designing, implementing, and maintaining advanced Unified Communication (UC) and Contact Center solutions for global enterprise clients. Your expertise will directly impact service reliability, seamless communication, and customer experience, supporting HCLTech’s mission to deliver transformative technology solutions. This is a high-impact position that involves both technical leadership and hands-on problem-solving in a dynamic, global environment.
responsibilities :
Conduct “as-is” studies of existing UC and Contact Center infrastructure, and design future-state solutions aligned with client requirements and industry best practices.
Lead and execute end-to-end implementation of IPT platforms, including Cisco Unified Communications Manager (CUCM), Voice Gateways, Unity Connection, Attendant Console, IM&P, UCCX, Expressways, and related components.
Rapidly conceptualize and develop prototypes in collaboration with architects and product teams.
Engage in technical discussions, provide expert opinions, and contribute to engineering and development conversations.
Configure and manage Cisco C/B Series servers, Esxi environments, and associated network elements.
Implement and manage advanced features such as Jabber, SNR, Presence, Hunt Groups/Pilots, Voicemail, TAPI, and backup/restore procedures for CUCM.
Oversee Contact Center Express (UCCX) design, including queue, skill, team configuration, historical and online reporting, and agent desktop (CAD/Finesse).
Troubleshoot and resolve complex voice, telephony, and network issues, ensuring minimal downtime and superior user experience.
Participate actively in Change and Incident Management meetings, represent the UC/Contact Center team, and provide technical guidance during P1/P2 incidents.
Document technical designs, configurations, and operational procedures comprehensively.
Manage and coordinate with third-party vendors and service providers for problem resolution and ticket closure.
Monitor performance, availability, and capacity using network management tools; initiate corrective actions proactively.
Administer Genesys Contact Center environments, including troubleshooting infrastructure, managing SIP protocols, SBCs, trunks, and integration with cloud components (e.g., Google CCAI).
Utilize Genesys reporting tools (CCPulse/Pulse, ICON, Infomart, CXInsights) for performance tracking and service improvement.
Adhere strictly to ITIL processes for Incident, Change, and Configuration Management, ensuring SLA compliance and process excellence.
Provide regular status and performance reports to project leads and leadership.
requirements-expected :
8-10+ years of hands-on experience with Cisco Unified Communication & Collaboration solutions (Call Manager, Unity Connection, Voice Gateways, UCCX, IM&P, Expressways, Attendant Console).
Deep understanding of VOIP protocols: SIP, H.323, MGCP, ISDN, analog signaling.
Expertise in Cisco server platforms (C/B Series) and virtualization (Esxi 5.0/6.0).
Advanced configuration and troubleshooting of Cisco UCC features (Jabber, SNR, Presence, Hunt Groups/Pilots, Voice Mail, TAPI).
In-depth knowledge of UCCX, including scripting, reporting, CAD/Finesse agent desktop.
Strong experience with Genesys Contact Center technologies, including SIP protocols, Genesys Framework, reporting tools (CCPulse/Pulse, ICON, Infomart, CXInsights), and cloud integrations.
Proficient in managing SBCs, telephony trunks (E1/T1), and gateway protocols.
Familiarity with modern cloud architectures and technologies (AWS/GCP).
Scripting skills for UCCX automation.
Excellent troubleshooting and problem-solving skills in critical production environments.
Genesys: AWS DEP or GCP certification (for Genesys Contact Center responsibilities).
Strong communication and presentation skills, with proven ability to engage stakeholders and represent technical teams.
Team-oriented mindset with experience working in large, distributed, and cross-functional teams.
Ability to develop requirements from client input and translate into actionable technical solutions.
Strong organizational skills in performance/status reporting and managing project deliverables.
Willingness to work in 24x7 support models and participate in on-call rotations as needed.
offered :
Access to HCLTech’s world-class learning and development programs, including technical certifications, leadership training, and soft skills workshops.
Opportunities for vertical and lateral career progression within HCLTech’s global network, including roles in technical leadership, solution architecture, and project management.
Participation in innovation labs, industry events, and cross-functional projects to broaden expertise and impact.
Mentorship programs and a supportive environment focused on professional growth, diversity, and inclusion.
Recognition programs and fast-track advancement for high performers committed to excellence and innovation.
