Cisco Finess - Finess Gadget Developer

Position Description:

Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.

Job Title: Cisco Finess - Finess Gadget Developer
Position: Lead Analyst
Experience: 7 - 12 Years
Category: Software Development/ Engineering
Shift: Hybrid - (1PM to 10 PM Shift)
Main location: Hyderabad, Bangalore
Position ID: J0826-1611
Employment Type: Full Time
Position Description: We are looking for a Lead Cisco Finess Developer to join our team. 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. Demonstrated ability and willingness to quickly learn new contact centre platforms and effectively support them in production.

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

Good to have Skills
Experience in hybrid (on-prem + cloud) coexistence environments
Experience working in regulated enterprise environments

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You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our teamone of the largest IT and business consulting services firms in the world.