- Exp: 5+ Years
- Location: Noida/ Pune / Gurgaon
- Shift: 7 AM to 4 PM OR 1 PM to 10 PM IST
- 5 Days from Office (No Work from Home)
Job Description – Specialist, Cloud Contact Center Engineer
Location:
India (Preferred: Noida / Gurugram / Pune)
Experience:
5+ years
Employment Type:
Full-time
About the Role:
As a Sr. Associate Cloud Contact Center Engineer at Fiserv, you will be part of a high-performing team responsible for engineering, supporting, and modernizing our cloud-based contact center platforms. You will work across technologies like Genesys Engage, Genesys Cloud, NICE, and Verint, contributing to seamless customer experiences across voice, chat, and digital channels. This role blends hands-on engineering, DevOps, and AI-driven automation to deliver scalable and resilient solutions.
Shift Timings:
• Morning Shift: 7:00 AM – 4:00 PM IST
• Noon Shift: 1:00 PM – 10:00 PM IST
• May adjust during US Daylight Saving Time or based on US team support
• Future shifts may stabilize to India Morning and General shifts
Job Location Requirements:
• Initial 6 months: Work from Noida or Pune with current team
• Long-term: Prefer Noida or Gurugram for BCP and public holiday support
Key Responsibilities:
- Provide L2/L3 support for Genesys Engage (On-Prem) and Genesys Cloud platforms.
- Design and implement omnichannel solutions including IVR, routing, and agent desktop tools.
- Configure and manage telephony systems, SIP routing, SBCs (Oracle, AudioCodes, Sonus), and backend integrations.
- Troubleshoot issues across voice/chat/email flows using logs and monitoring tools (URS/ORS, SIP Server, Stat Server).
- Lead or support cloud migration initiatives and ensure zero-downtime deployments.
- Collaborate with IT, business, and shared services teams for feature enhancements and platform optimization.
- Maintain and enhance CI/CD pipelines using tools like Jenkins, Azure DevOps, and GitLab.
- Develop and maintain technical documentation, design specifications, and deployment plans.
- Participate in incident management (P1–P5), change management, and escalation processes.
Required Skills:
Contact Center & Telecom
- 3+ years of experience with Genesys Engage/Cloud, NICE, Verint, IVR, SIP, SBCs
- Experience with omnichannel routing, agent tools, and backend integrations
Development & Scripting
- .NET, C#, ASP.NET, Python, VXML
- Experience with REST APIs, CRM integrations
Databases & Reporting
- SQL Server, Oracle, PostgreSQL, MySQL
- Reporting tools: Splunk, Power BI
Infrastructure & DevOps
- OpenShift, AKS, Kubernetes, Windows VMs
- CI/CD tools: Jenkins, Azure DevOps, GitLab
Monitoring & Security
- Monitoring: Splunk, Dynatrace, Datadog, ExtraHop
- Security: Fortify, Web Inspect, Sonatype
Daily Tools
- Jira, Confluence, GitHub Copilot, Postman, Visual Studio, Notepad++
Preferred Qualifications:
- Contact Center and Telecom domain experience, including familiarity with platforms like Genesys, NICE, Verint, IVR, SIP, and SBCs
- Exposure to AI/ML tools like IBM Watson, Azure Cognitive Services, NLP/NLU
- Familiarity with React, HTML/CSS/JS for front-end customization
- Experience with Agile/Scrum methodologies
- Strong communication, documentation, and stakeholder management skills
Why Join Fiserv?
- Be part of a FORTUNE™ 500 company and a global fintech leader
- Work on cutting-edge technologies in a collaborative, innovation-driven environment
- Enjoy a comprehensive benefits package including health, wellness, and career development programs
- Thrive in a culture that values diversity, inclusion, and continuous learning
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