As a Network IPT L3 & Genesys Contact Center Specialist, you will play a crucial role in architecting, implementing, and supporting advanced unified communications and contact center solutions for our global clientele. Your expertise in Cisco Unified Communications and Genesys Contact Center technologies will ensure seamless voice and collaboration services, directly contributing to business continuity and enhanced user experiences. This role is strategic in supporting HCLTech’s mission to deliver robust, scalable, and innovative communication platforms for enterprise clients.
responsibilities :
Conduct comprehensive “As-Is” studies of existing IPT and contact center environments, design future-state solutions, and drive end-to-end implementation of IPT and Genesys platforms.
Develop rapid prototypes and collaborate with product and architecture teams to conceptualize and validate solutions.
Participate actively in engineering discussions, provide technical insights, and contribute to solution development.
Manage the configuration, deployment, maintenance, and troubleshooting of Cisco Call Manager, Voice Gateways, Unity Connection, Attendant Console, IM&P, UCCX, and Expressways.
Oversee the configuration and support of Genesys Contact Center infrastructure, including reporting tools (CCPulse/Pulse, ICON, Infomart, CXInsights) and cloud components such as Google CCAI chatbot and predictive engagement.
Ensure robust SIP, H.323, MGCP, CUBE, and gateway integration across telephony infrastructure.
Perform hands-on administration of Cisco C and B series servers with Esxi 5.0/6.0, and related telephony features including Jabber, SNR, Presence, hunt groups, TAPI, and voicemail.
Lead documentation of designs, builds, and technical procedures to enhance solution knowledgebase.
Oversee and execute preventive maintenance, backup/restore procedures, and migration deployments using PLM and PCD tools.
Provide expert troubleshooting and resolution for network and telephony issues, including rapid response to P1 incidents and participation in Change and Incident Management meetings.
Manage vendor coordination, service provider escalations, and incident reporting to ensure timely problem resolution.
Monitor voice network health, capacity, and performance using industry-standard tools, and proactively address anomalies.
Ensure SLA adherence, ticket/incident tracking, and facilitate communication bridges during major outages.
Support ITIL-aligned operational processes, including incident, change, and configuration management.
Deliver regular performance/status reports to project leads and leadership.
Collaborate effectively within large, virtual global teams and represent the IPT and Genesys function in cross-functional meetings.
Coordinate with third-party providers for complex problem resolution.
requirements-expected :
8-10+ years of hands-on experience with Cisco Unified Communications (Call Manager, Voice Gateways, Unity Connection, IM&P, UCCX, Expressways).
In-depth expertise with Genesys Contact Center technologies, including Framework, Reporting (CCPulse/Pulse, ICON, Infomart, CXInsights), and cloud integration.
Strong understanding of VOIP protocols (SIP, H.323, MGCP), gateway protocols, and telecom infrastructure (ISDN, analog signaling, trunks E1/T1).
Proficiency in Cisco C/B series servers, ESXi, and feature configurations (Jabber, SNR, Presence, hunt groups, TAPI).
Advanced troubleshooting and problem-solving abilities in telecommunication environments.
Proven experience with ITIL processes: Incident (P1-P4), Change, SLA management.
Scripting expertise for UCCX automation and workflow optimization.
Experience with WebEx, WebEx Teams, and modern cloud architectures (AWS or GCP).
Excellent communication, presentation, and stakeholder management skills.
Strong documentation and reporting capabilities.
Ability to work effectively in remote, virtual, and global teams.
Open availability for 24x7 support as required by business needs.
Outstanding interpersonal, teamwork, and customer service orientation.
Bachelor’s or Master’s degree in Computer Science, Information Technology, Electronics, or a related field.
Mandatory: CCIE Collaboration Certification.
Genesys/AWS DEP or GCP certification required.
offered :
Access to HCLTech’s world-class learning and development platforms, including technical certifications, leadership training, and soft-skills enhancement.
Opportunities for vertical and horizontal career growth into solution architecture, project/program management, or global technical leadership roles.
Involvement in high-impact, cutting-edge digital transformation projects for Fortune 500 clients.
Mentorship, peer learning, and global mobility programs to foster continuous professional growth.
Recognition and rewards for innovation, technical excellence, and customer impact, aligning with HCLTech’s commitment to employee advancement and retention.
