This role requires 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 centre 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.

Excellent communication skills and ability to collaborate with architecture, telephony, infrastructure, and operations teams.

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.

- 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.