Genesys/Cisco/NICE contact center experience

Wipro; Hyderabad; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

Wipro in Hyderabad/Chennai seeks a seasoned contact center engineer with Genesys/Cisco/NICE and migration experience to support a 24x7 global operations. The role combines contact center engineering with Linux/automation and business analyst support, across time zones.

You'll triage production incidents, troubleshoot call flows, and participate in modernization programs while collaborating with global stakeholders.

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.
• 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.

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, 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.

Skills

Genesys/Cisco/NICE experience

SIP/VoIP networking

Linux administration

Python automation

Production incidents handling

24x7 global support

Tools

FreeSWITCH

Kamailio/OpenSIPS

Asterisk

sngrep

sipgrep

Wireshark

HOMER

Git

Terraform

Ansible

Datadog

Grafana

Prometheus

Splunk

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

Working practices

• 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

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

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