Contact Center Engineer

business-critical incidents acrossGenesys Cloud CX and Cisco Unified Contact Center Enterprise (UCCE)platforms supporting mission-critical enterprise Voice Network. This role acts as thefinal escalation point (L3)and provides deep technical leadership acrosscloud and on-prem contact center architectures , including voice media, routing, integrations, and underlying network and infrastructure dependencies. The engineer will lead cross-functional triage, perform deep root-cause analysis, guide platform stability initiatives, and mentor Level-2 engineers. Key ResponsibilitiesIncident & Problem Management (Genesys Cloud CX & UCCE)Act asL3 escalationfor all high-severityP1/P2 contact center incidentsacross Genesys Cloud CX and Cisco UCCE. Lead technical triage, incident bridges, and resolution strategy during major outages in coordination with the Technical Manager. Perform deeproot cause analysis (RCA)across contact center applications, voice, network, IVR, CRM, and infrastructure layers. Identify systemic weaknesses and eliminate repeat incidents through structural corrective actions. Authorexecutive-ready RCA documentsincluding business impact, preventive actions, and long-term remediation plans. Drive problem management, corrective action tracking, and service stabilization initiatives. Own advanced troubleshooting ofSIP signaling, call setup, and session negotiation(Genesys Cloud CX & UCCE). DiagnoseRTP media issuesincluding one-way audio, packet loss, jitter, latency, and codec mismatches. Lead investigations involvingSBCs, gateways, carriers, PSTN, and hybrid cloud/on-prem voice paths . Collaborate with network and security teams onNAT, firewall rules, QoS, load balancing, and voice path optimization . Cisco UCCE / CVP / CUCM Responsibilities (Added Scope)ProvideL3 operational and troubleshooting supportforCisco UCCE contact center environments . Troubleshoot and support core UCCE components, including: UCCE (PG, Rogger, AW, HDS) CUCMcall control and SIP trunks CVP (Call Server, VXML, Reporting) ICM scripting, routing logic, and call flow behavior Diagnose call routing failures, agent state issues, peripheral gateway problems, and CTI integration defects. SupportCTI integrationswith CRM systems and third-party applications. Analyze logs, router traces, CVP logs, CUCM traces, and network captures to isolate complex issues. Partner with Cisco TAC and internal infrastructure teams during critical incidents. Supporthybrid contact center environments , including coexistence or migration scenarios between UCCE and Genesys Cloud CX. Architecture & Platform EngineeringDesign, review, and optimize: Routing strategies and interaction handling models Integration, redundancy, and failover patterns Review and approve high-risk production changes, ensuring rollback and recovery plans are clearly defined. Own deep understanding ofplatform limits, capacity thresholds, and scaling behavior . Define and validatedisaster recovery, failover, and high-availability strategies . Maintain accurate architecture diagrams, call flow designs, and failure-mode documentation. Integrations & EcosystemTroubleshoot complex integrations involving: Salesforce CTI, APIs, OAuth, and data synchronization Microsoft Dynamics CRM UCCE CTI / CVP / third-party integrations Act as technical liaison between: Network, voice, SBC, and carrier teams CRM and application teams Security, IAM, and compliance teams Challenge vendor or carrier conclusions when technical evidence indicates alternate root causes. Change Governance & Production ReadinessReview changes for risk assessment, production readiness, and operational impact across both platforms. Provide technical approval guidance for CAB and high-risk changes. Validate upgrades, patches, and new feature rollouts from astability and resiliencestandpoint. Ensure operational readiness before go-live, including fallback and monitoring strategies. Operational Excellence & Technical LeadershipDrive MTTR reduction, clearly to stakeholders and executives, Genesys Cloud CX Professional or Specialist certification Cisco certifications (CCNP Collaboration, UCCE exposure) Cloud networking and security knowledge (AWS, IAM concepts) Automation, scripting, or health-check development experience Experience supporting regulated or high-availability environments Key Behavioral AttributesStrong technical ownership and decision-making capability Calm, authoritative leadership during crisis situations Structured analytical mindset with strong RCA focus Mentorship-oriented and documentation-driven A supportive, diverse, and global team with a brilliant culture. Competitive compensation and benefits that includes up to 20 days' vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land. Great opportunities to make the role your own, upskill yourself and get involved with exciting projects. Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks - Engagement Champion to name a few. To know more about us visit - www.hcltech.com For more information on how we process your personal data, please refer to HCLTech'sCandidate Data Privacy Notice.#J-18808-Ljbffr Similar jobs, A dynamic software company located in the City of London is looking for a skilled developer with expertise in TypeScript and AWS services, particularly in implementing DevOps best practices. The ideal candidate will write efficient code and advocate for automated testing..., We are looking for a Senior CISCO ACI Network Fabrics Engineer in automating data center infrastructure from hardware to middleware to application layers, VMWare vSphere, Ansible, German speaking, Swiss resident. Start: ASAP/ March Duration: 6+ months Location: Remote and..., Role Ready to elevate your IT career to the next level? You'll be at the forefront of tech support in the heart of London's Financial District, working on-site with a high-speed trading team. Plus, enjoy monthly trips to Dublin, Ireland. You'll have the opportunity...

through engineering improvements and root-cause elimination. Design or guide proactive monitoring, diagnostics, and health-check automation initiatives. Mentor and guide Level-2 engineers on advanced troubleshooting and architecture best practices. Maintain and evolve SOPs, operational runbooks, and architecture documentation. Contribute to continuous service improvement initiatives across Run Units. Required Skills & Experience6-10+ years of experience supportingenterprise contact center platforms . Strong hands-on experience withGenesys Cloud CX . ProvenL3 support experience with Cisco UCCE , including CUCM and CVP. Contact center routing, call flows, and agent states SIP, RTP, voice gateways, SBCs, and carrier interconnects Experience withCRM integrations(Salesforce, Dynamics). Proven ability to lead P1/P2 incident bridges and cross-team resolution. Strong experience in large enterprise, MSP, or Run Unit (RU) environments., Ability to communicate complex technical issues, A leading technology company in the United Kingdom is seeking customer-focused professionals to join their Global Contact Center Solution Engineering team. The ideal candidate will have over 5 years of experience in the CCaaS industry, strong skills in customer engagement..., A leading communication platform company is seeking customer-focused professionals for their Global Contact Center Solution Engineering team. This role involves enhancing customer interactions through advanced technology. Candidates should have over 5 years of experience in..., Data Centre Engineer 6 month FTC Location: Greenwich, London Employment: Full Time - Fixed Term Contract Requirements: - Data centre and cabling experience required - Energetic individuals - Strong able to lift heavy equipment - 6 week shift rota - Looking for minimum...

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.HCLTech is a globally recognized leader in the Tech and IT industry, but we've never forgotten the startup mindset that got us here. We've always approached our work with an idea-first attitude because every one of our accomplishments -no matter how big or small -can be traced back to an idea's single spark. It's that spark -that inner drive -that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that's what drives you to be better, be more and ultimately, be more fulfilled. We are seeking aLevel 3 Contact Center Engineer / Senior SMEto own high-severity, complex, and, Job Description We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and..., A financial services technology provider is seeking a skilled Cisco ACI Automation and Network Scripting Specialist to optimize large-scale data center networks in London. The role involves designing automation frameworks, implementing infrastructure-as-code solutions, and..., We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products. HCLTech is...