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HCL Poland
HCL Poland
location iconLocations: Kraków
level iconLevel: specialist

HCL is a business enterprise with presence in the fields of technology and healthcare. Founded in 1976 as one of India's original IT garage startups, the HCL enterprise currently comprises three companies in India - HCL Technologies, HCL Infosystems and HCL Healthcare with annual revenues of US$ 6.5 billion and over 95,000 professionals from diverse nationalities operating across 31 countries including over 500 points of presence in India. In the technology space, HCL’s offerings span a wide range of software and hardware services and solutions including R&D, Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, IT Hardware, Systems Integration, Distribution of Technology and Telecom Products. A new entrant in Healthcare, HCL aims to provide innovative medical services, products and training to meet the growing demand for quality Healthcare in India.

In Poland we started our operations in 2007. Our operation in Poland primarily revolves around the global technical support centre through which we provide multilingual Infrastructure Management Support to our clients. Apart from providing multilingual technical support in 15 languages, we also work on technology based projects for our clients.

Due to our growing business needs we are looking for:

Genesys Contact Center (L2)
Location: Kraków


  • Resolving incident cases.
  • Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.
  • Incident tracking to ensure continuity across shifts.
  • Vendor management with PSTN Service provide, OEM for resolution of tickets.
  • Coordination of communication bridges during major outages
  • Participate in Operational processes (Daily Ops, Change Control, Incident management, request for service, etc).
  • Adhering to defined SLAs
  • Handling tickets / requests
  • Troubleshooting technical issues
  • Ensuring that defined processes are adhered to
  • Report regularly concerning key

Skills required:

  • Good understanding of SIP Protocols, Genesys Framework and Architecture
  • Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights
  • Good troubleshooting experience in Genesys infrastructure.
  • Good understanding of the following Genesys Products
  • Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement.
  • SBC Management
  • Trunks, E1/ T1(CAS, CCS), SIP etc.,
  • Gateway protocols: SIP and MGCP
  • Good ITIL Knowledge – Incident, Change & Configuration Management


  • 3-4 Years of University education post High school (B.Sc. or Diploma)
  • Preferably 2+ Years of alert monitoring/management experience.
  • Should be aware of ITIL’s Incident, Change and Problem management module.
  • Should have worked in high pressure work environments and ability to multitask.
  • Basic understanding of L1 support, experience of working on Network data and Voice landscape.
  • Excellent Verbal and written communication skills in English
  • High level of acceptance
  • Can drive HCL’s value and its methodology


  • GCA (Mandatory)
  • ITIL Foundation (Preferred)

We thank all interested candidates for their applications. We reserve the right to contact only selected candidates. Only those applications that include the candidate's consent to process personal data will be considered.

Please use the sentence below:
I hereby give consent for my personal data included in the application to be processed for the purposes of the recruitment process in accordance with Art. 6 paragraph 1 letter a of the Regulation of the European Parliament and of the Council (EU) 2016/679 of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation)

I hereby give consent for my personal data included in the application to be processed by HCL Poland Sp. z o. o. for the purposes of future recruitment processes.

This job is no longer available

Recruitment process for this position has ended.

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  • iconAnalytics & Reporting, IT
  • iconEnglish
  • iconKraków, małopolskie

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