Unified Communications Technical Lead

Tata Consultancy Services; Dadri, Kolkata District, Chennai District; Vor Ort; INR 2.500.000 - 4.000.000; Vollzeit

Zusammenfassung

Tata Consultancy Services is seeking a skilled Unified Communications architect/lead for large enterprise contact centre deployments. The role focuses on Genesys Cloud CX, Webex Calling, and MS Teams PSTN integration, with emphasis on AI-enabled routing and analytics.

You will guide technical design, mentor engineers, and translate complex requirements into business terms for stakeholders across multiple regions. Interview via virtual mode.

Qualifikationen

• 6-8 years of Unified Communications/Contact Centre experience

Aufgaben

• Hands-on experience with Genesys Cloud CX and AI-enabled routing, analytics, and bots.
• Architecting UC solutions across contact centre, calling, mobile and messaging platforms.
• Lead by example, set standards, review designs, and mentor engineers.

Kenntnisse

Technical leadership

Stakeholder management

Requirements gathering

Business communication

Mentoring engineers

Architecting UC at scale

Tools

Genesys Cloud CX

PowerShell

Genesys Architect

APIs

Webex Calling

Microsoft Teams PSTN Calling

Genesys Certification

Jobbeschreibung

Job Title: Unified Communications

Experience: 6-10Years

Interview Mode: Virtual

Interview Date: To be Announced

Work Location-Chennai, Noida ,Kolkata

Essential skills

• Minimum 68 years experience in Unified Communications / Contact Centre environments, including significant time in a senior or lead technical capacity.
• Deep, hands-on expertise with Genesys (Genesys Cloud CX), including very strong AI and CX2 capability bots, AI-assisted routing, digital/voice automation, predictive engagement and analytics.
• Strong knowledge of Webex Calling, Microsoft Teams PSTN Calling (BYO Carrier), enterprise mobile platforms and messaging solutions, and how they integrate with contact centre and collaboration tooling.
• Proven experience architecting and leading Unified Communications solutions at scale, across contact centre, calling, mobile and messaging platforms.
• Track record of technical leadership: setting standards, reviewing designs, and mentoring engineers within a team.
• Confident scripting and integration experience (e.g., APIs, Genesys Architect, PowerShell) to support automation and platform configuration.
• Able to perform the role of a Business Analyst when required, including requirements gathering, process mapping and translating business needs into technical designs.
• Able to translate complex technical detail into business-friendly language for non-technical and senior stakeholders.
• Strong stakeholder management and influencing skills, with the ability to drive alignment across teams without direct authority.
• Genesys and/or Cisco certification(s) at Associate/Expert level (or working towards).

Desirable / nice to have

• Formal people leadership or team lead experience.
• ITIL or equivalent service management framework knowledge.
• Experience owning a technical roadmap or architecture governance process.
• Experience with AI/CX platforms beyond Genesys, such as conversational AI, chatbots and virtual agents
• Exposure to vendor management for Unified Communications tooling.