Lead Cisco Finesse Developer

Role & 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

Preferred candidate profile

• 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