Senior Contact Center Engineer

CGI•Bloomfield, CT

8d•$80,600 - $172,200•Hybrid

About The Position

The best version of us starts with You! We CGI has an immediate need for Senior Contact Center Engineer / Technical Lead – Cisco & Genesys Platforms to support enterprise contact center operations. This role requires strong hands-on experience in Cisco Finesse, UCCE, and Genesys Engage environments. Candidates must have deep understanding of enterprise contact center platforms and be comfortable working in large-scale, highly available environments. This is an exciting opportunity to work in a fast-paced team supporting mission-critical customer interaction systems. . Opportunity to lead enterprise contact center modernization initiatives . Work across on-prem and cloud-based contact center platforms . Exposure to large-scale transformation and cloud adoption strategies . Collaborative hybrid work environment with cross-functional architecture teams . High-impact role influencing platform evolution and governance This position is based in Bloomfield, CT or Lafayette, LA in a Hybrid Model. The Senior Contact Center Engineer / Technical Lead will be responsible for administering, configuring, and optimizing enterprise contact center platforms while supporting migration and transformation initiatives. The role requires hands-on configuration expertise, strong understanding of routing and agent lifecycle management, and the ability to support coexistence between legacy and cloud platforms.

Requirements

At least 7+ years of experience administering enterprise contact center platforms
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 center 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
Demonstrated ability and willingness to quickly learn new contact center platforms and effectively support them in production

Nice To Haves

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 center integrations
Experience in hybrid (on-prem + cloud) coexistence environments
Experience working in regulated enterprise environments

Responsibilities

Demonstrate strong understanding of enterprise contact center 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
Administer and configure enterprise contact center 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 center platforms to Amazon Connect
Analyze 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
Maintain operational stability of legacy platforms during migration
Proactively identify configuration risks and migration dependencies
Ensure documentation accuracy and configuration traceability
Support phased cloud adoption with minimal business disruption
Drive governance, standardization, and long-term platform sustainability
Demonstrate ownership mindset and ability to manage initiatives end-to-end