Genesys Cisco NICE Contact Center Experience

Wipro; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Wipro is seeking a 5-8 year experienced Contact Center Engineer to work on Genesys/Cisco/NICE migrations and 24x7 support in Hyderabad/Chennai. The role blends contact center engineering with Linux/automation and business analyst support, across 70/20/10 mix.

The incumbent should handle production incidents, provide timely escalations, and contribute to center modernization efforts, ensuring robust SIP/VoIP, open source telephony, and integration via APIs.

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.
• Troubleshooting call flows, routing logic, and media path issues.
• Networking fundamentals: TCP/IP, DNS, routing, firewalls, QoS.
• Experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components.
• Participation in a contact center platform migration or replacement.
• SIP debugging tooling: sngrep, sipgrep, Wireshark, HOMER.
• Linux environments: log analysis, command-line troubleshooting.
• Scripting/programming: Python, JavaScript, Bash, or comparable.
• REST APIs and webhooks integration.
• Git and deployment workflows.
• Infrastructure as Code: Terraform, Ansible, or comparable.
• Monitoring/observability: 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.

Responsibilities

• Triage, prioritize, and resolve production issues under time pressure.
• Make documented progress against incomplete requirements and raise gaps promptly.
• Clear written and verbal communication, translating technical detail for non-technical stakeholders.
• Collaborate 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.

Skills

Genesys/Cisco/NICE contact center

SIP/VoIP networking

Linux administration

Python automation

Production incidents & escalations

24x7 global contact center support

Contact center modernization/migration

Tools

FreeSWITCH

Kamailio

OpenSIPS

Asterisk

sngrep

sipgrep

Wireshark

HOMER

Job description

Job Description:

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

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.

Requirements: