Senior Contact Center Engineer

Position Description:

Position Description
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.

Your future duties and responsibilities:

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.

Key Responsibilities
Technical Leadership & Platform Architecture
. 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

Enterprise Contact Center Administration (Legacy Platforms)
. 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

Amazon Connect Migration & Transition Support
. 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

Required qualifications to be successful in this role:

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

Desired Qualifications
. 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

Expectations
. 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

Education: Bachelor's degree in Computer Science or related field

#LI-ARK1

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $80,600.00 - $172,200.00.

CGI's benefits are offered to eligible professionals on their first day of employment to include:
. Competitive compensation
. Comprehensive insurance options
. Matching contributions through the 401(k) plan and the share purchase plan
. Paid time off for vacation, holidays, and sick time
. Paid parental leave
. Learning opportunities and tuition assistance
. Wellness and Well-being programs

Skills:

• Application Migration
• System Administration
• Call/Contact handling
• Configuration Management
• Transition Management
• Transition management

What you can expect from us:

Together, as owners, lets turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, youll reach your full potential because

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.

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

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

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