What are the responsibilities and job description for the Immediate Need!! Senior Contact Center Engineer position at Srinav Inc.?
Greetings from SRINAV INC.
Kindly find the below requirement and share your interest.
Position : Senior Contact Center Engineer
Location : Lafayette, LA(Onsite)
Duration : Long term
Required qualifications to be successful in this role
At least 7 years of experience administering enterprise Contact Center Platforms
. Strong hands-on experience with at least one major enterprise contact center platform (e.g., Cisco, Genesys, Avaya, NICE, Amazon Connect, Five9, or similar enterprise grade solutions)
. Proven experience managing agent lifecycle, skills configuration, routing profiles, queues, and desktop settings
. Strong understanding of contact center routing concepts including skill-based routing, queue management, agent states, and call variable handling
. Experience working in high availability production environments
. Experience supporting platform upgrades, migrations, or transformation initiatives
. Strong troubleshooting, configuration governance, and change management skills
Desired Qualifications:
. Hands on experience with Cisco UCCE / Finesse
. Hands on experience with Genesys Engage / Workspace
. Experience with Amazon Connect configuration and administration
. Experience supporting cloud migration or modernization programs
. Familiarity with AWS ecosystem services supporting contact center integrations
. Experience in hybrid (on prem cloud) coexistence environments
. Experience working in regulated enterprise environments
Expectations:
. Maintain operational stability of legacy platforms during migration
. Proactively identify configuration risks and migration dependencies
. Ensure documentation accuracy and configuration traceability
. Support phased cloud adoption with minimal business disruption
At least 7 years of experience administering enterprise Contact Center Platforms
. Strong hands-on experience with at least one major enterprise contact center platform (e.g., Cisco, Genesys, Avaya, NICE, Amazon Connect, Five9, or similar enterprise grade solutions)
. Proven experience managing agent lifecycle, skills configuration, routing profiles, queues, and desktop settings
. Strong understanding of contact center routing concepts including skill-based routing, queue management, agent states, and call variable handling
. Experience working in high availability production environments
. Experience supporting platform upgrades, migrations, or transformation initiatives
. Strong troubleshooting, configuration governance, and change management skills
Desired Qualifications:
. Hands on experience with Cisco UCCE / Finesse
. Hands on experience with Genesys Engage / Workspace
. Experience with Amazon Connect configuration and administration
. Experience supporting cloud migration or modernization programs
. Familiarity with AWS ecosystem services supporting contact center integrations
. Experience in hybrid (on prem cloud) coexistence environments
. Experience working in regulated enterprise environments
Expectations:
. Maintain operational stability of legacy platforms during migration
. Proactively identify configuration risks and migration dependencies
. Ensure documentation accuracy and configuration traceability
. Support phased cloud adoption with minimal business disruption