Contact Center / CX Technology Specialist

Capgemini · Bangalore, India

We are seeking an experienced Contact Center / CX Technology Specialist with deep expertise in Genesys implementation and administration and exposure to modern AI-enabled contact center platforms such as Cresta and Decagon . The ideal candidate will play a critical role in designing, implementing, supporting, and optimizing customer experience (CX) technologies that drive operational efficiency, agent productivity, and customer satisfaction.

This role requires a blend of technical expertise, contact center domain knowledge, AI-driven customer engagement experience, and strong stakeholder management skills.

Job Location :- Pune/Mumbai/Bangalore/Chennai

Your Role

As a Contact Center / CX Technology Specialist , you will be responsible for the implementation, administration, integration, and continuous improvement of contact center platforms. You will partner with business leaders, operations teams, and technology stakeholders to deliver scalable CX solutions while leveraging AI-powered technologies to enhance customer and agent experiences.

In This Role You Will Play a Key Role In:

• Implementing, configuring, and administering Genesys Cloud CX and related contact center technologies.
• Supporting end-to-end contact center operations, including routing, IVR, workforce optimization, reporting, and omnichannel engagement.
• Designing and optimizing customer journeys across voice, chat, email, messaging, and digital channels.
• Integrating AI-powered contact center solutions such as Cresta , Decagon , and conversational AI platforms to improve agent efficiency and customer interactions.
• Managing platform upgrades, enhancements, and release deployments.
• Collaborating with business stakeholders to gather requirements and translate them into scalable technical solutions.
• Monitoring platform performance, identifying improvement opportunities, and implementing best practices.
• Supporting system integrations with CRM, workforce management, analytics, and third-party applications.
• Driving automation initiatives using AI, virtual agents, knowledge management, and intelligent routing capabilities.
• Troubleshooting complex production issues and performing root cause analysis.
• Ensuring platform reliability, security, compliance, and operational excellence.
• Creating technical documentation, solution designs, and support procedures.

Your Profile

1. Genesys Cloud CX Administration & Implementation

• Hands-on experience configuring routing, queues, IVR, Architect flows, user administration, reporting, and integrations.
• Strong understanding of contact center architecture and deployment best practices.

2. AI-Powered Contact Center Platforms (Cresta & Decagon)

• Experience implementing or supporting AI-assisted agent solutions, conversational AI, real-time coaching, knowledge automation, and customer interaction intelligence.

3. Contact Center Solution Design & Omnichannel Operations

• Expertise in voice, chat, email, messaging, and digital engagement channels.
• Understanding of customer journey optimization and CX transformation initiatives.

4. API Integrations & Cloud Technologies

• Experience integrating contact center platforms with CRM, workforce management, analytics, and third-party systems using APIs and cloud-native solutions.

5. Reporting, Analytics & Performance Optimization

• Strong skills in contact center analytics, KPI monitoring, dashboards, reporting tools, and AI-driven operational insights.

What you'll love about working here

• You can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.
• You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
• At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.

About Capgemini

Capgemini is an AI powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion. Capgemini in India comprises nearly 235,000 team members working across 13 locations: Bangalore, Bhubaneswar, Chennai, Coimbatore, Gandhinagar, Gurugram, Hyderabad, Kolkata, Mumbai, Noida, Pune, Salem, and Tiruchirappalli. Make It Real |