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Citigroup Cisco ICM/Genesys/Chatbot Engineer in Chennai, India

Person on this position will be primary interface for internal/external Citigroup businesses and customers as well as other technical support teams to provide Contact Center related technical and procedural assistance. Responsible for technical support on the Global Cisco ICM(UCCE)/Genesys/Chatbot platforms which includes timely processing of all maintenance activities and ensuring that all related tasks are handled in a controlled and compliant manner against internal policies and procedures.

The person will become part of the End User Contact Center Voice Operations Support team. The team covers operational activities and works closely with other partners to ensure the highest possible service availability and optimal total cost of ownership for managed systems. The team also provides SME expertise and supports various project related activities.

ICM/Genesys/Chatbot Engineer will be also responsible for automation of manual tasks performed by various teams supporting Contact Center systems. Candidate will partner with leaders, developers, and engineers to implement solutions that meet the needs of the internal customer. That Person will resolve complex issues, using deep technical knowledge and analysis, and provide support as a senior technical contact within CTI


  • Acting as Level 3 expert with complex issues and project tasks

  • Leading the design and execution of system enhancements projects for the Contact Center platforms

  • Facilitating the use of new technologies and tools to improve the Contact Center Platforms trouble resolution process (leverage usage of on premise solution with Contact Center in the Cloud)

  • Appling the appropriate standards, processes, procedures, and tools throughout the development life cycle

  • Working with development team supporting applications and systems which interface with the Contact Center systems to resolve issues as well as implement improvements

  • Participating & driving certifications on Voice technology add on products for multiple applications/solutions

  • Assisting in audit and compliance efforts for department, including risk review, self-assessment, COB/business monitoring

  • Providing operational support to the Infrastructure related to the Voice products and participating in the On-Call rota


  • 2+ years of experience in infrastructure technology role

  • Knowledge on overall Contact Centre Domain

  • Experience in supporting Voice infrastructure (Cisco ICM/UCCE or Genesys or Chatbot)

  • Experience in installation, configuration and troubleshooting on the Contact Center systems (Avaya/Genesys/Cisco/Aspect/Kore.AI) at least one of them

  • Experience with Linux (RHEL) and Windows Server, Red Hat OpenShift a plus

  • Experience with MSSQL or Oracle SQL

  • Understanding of VoIP architecture and protocols including SIP and H323 a plus

  • Experience with scripting (PowerShell, python, Perl, bash) is a plus

We offer:

  • Competitive salary & social benefits (e.g. private healthcare care, Benefit System, life insurance)

  • Opportunity to join great, well-coordinated team

  • A great environment for learning new technology and tools, online and instructor led training opportunities

  • Working in a friendly, dynamic, and multinational environment

  • Opportunity to have an influence on the way you perform your tasks - our teams are constantly looking for new and better ways and we encourage all improvement ideas

  • A chance to make a difference with various affinity networks and charity initiatives

Job Family Group:


Job Family:


Time Type:

Full time

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi ( .

View the "EEO is the Law ( " poster. View the EEO is the Law Supplement ( .

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Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.