Responsibilities :

- Demonstrate strong understanding of enterprise contact centre architecture.

- Understand how agent desktop, routing, skills, queues, and telephony integrations function within enterprise ecosystems.

- Support transition planning and migration efforts toward Amazon Connect.

- Assist in mapping legacy configurations to cloud-native equivalents.

- Ensure governance, documentation, and configuration consistency.

- Provide mentorship and technical guidance to platform administrators.

Enterprise Contact Centre Administration (Legacy Platforms) :

- Administer and configure enterprise contact centre platforms such as Cisco UCCE / Finesse, Genesys Engage / Workspace, or similar enterprise solutions.

- Deploy and manage agent desktop components and configurations.

- Configure Not Ready and Wrap-Up reason codes.

- Create and manage phonebooks and agent teams.

- Configure call variable display and desktop settings.

- Create and manage agent profiles.

- Assign skills and configure skill-based routing.

- Maintain routing configurations and queue structures.

- Ensure configuration consistency across environments.

Migration Support :

- Support migration planning from legacy contact centre platforms to Amazon Connect.

- Analyse and document existing routing logic, skills, agent states, and configuration dependencies.

- Assist in translating legacy routing models into Amazon Connect contact flows, routing profiles, and queues.

- Support integration mapping between Amazon Connect and enterprise systems.

- Participate in testing, validation, and phased rollout execution.

- Support coexistence model during migration.

- Assist in documentation and knowledge transfer activities.

Must-Have Skills :

- 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 centre integrations.

- Experience in hybrid (on-prem + cloud) coexistence environments.

- Experience working in regulated enterprise environments.