Technical Architect Devops (CCaaS)

Servion Global Solutions; Chennai District; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

A leading IT solutions provider based in Chennai is seeking an experienced professional in Contact Center technologies and DevOps operations. The ideal candidate will possess over 10 years of experience with platforms like Genesys, Cisco, and NICE, along with strong leadership skills in managing technical support teams. This role emphasizes mentoring engineers and managing customer engagements, while also requiring knowledge of cloud platforms and ITIL processes.

Qualifications

• 10–15+ years of experience in Contact Center technologies and DevOps operations.
• Hands-on experience with CCaaS platforms such as Genesys, Cisco, and NICE.
• Strong understanding of omnichannel contact center environments.

Responsibilities

• Experience leading technical support teams (L1/L2).
• Strong ability to mentor engineers and drive operational excellence.
• Experience managing customer-facing engagements and escalations.

Skills

Contact Center technologies

DevOps operations

IVR / Routing

Voice AI / Workforce Optimization

Omnichannel contact center environments

API integrations

Cloud platforms

ITIL processes

Education

ITIL Certification

Tools

Genesys

Cisco

NICE

AWS

Azure

GCP

Job description

Experience

• 10–15+ years of experience in Contact Center technologies and DevOps operations.
• Hands-on experience with CCaaS platforms such as Genesys, Cisco, and NICE.
• Experience managing production environments and enterprise customers.

Technical Expertise

• Strong understanding of:
• IVR / Routing, Voice AI / Workforce Optimization
• Omnichannel contact center environments
• Experience with:
• Cloud contact center platforms
• API integrations and system integrations
• Monitoring, observability, and operational tooling
• Knowledge of ITIL processes (Incident, Problem, Change, Request management).

Leadership

• Experience leading technical support teams (L1/L2).
• Strong ability to mentor engineers and drive operational excellence.
• Experience managing customer-facing engagements and escalations.

Preferred Qualifications

• Experience with Genesys Cloud, Cisco UCCE/Webex Contact Center, NICE CXone.
• Knowledge of DevOps automation, scripting, and CI/CD practices.
• Familiarity with cloud platforms (AWS / Azure / GCP).
• ITIL Certification or similar operational frameworks.
• Experience working with global enterprise customers.