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.

Your future duties and 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
  
  

Required Qualifications To Be Successful In This Role

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
  
  

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll 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. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll 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.

You’ll shape your career by joining a company built to grow and last. You’ll 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 team—one of the largest IT and business consulting services firms in the world.