Contact Center Specialist

HCLTech · Karnataka, India

Location: Bangalore

Experience: 8+

Job Type: Full-Time

About the Company

We are looking for a skilled Genesys Cloud Contact Center Engineer with 8+ years of experience in designing, implementing, and supporting cloud-based contact center solutions. The ideal candidate should have strong hands-on experience with Genesys Cloud CX, IVR development, call routing, integrations, reporting, and troubleshooting.

About the Role

We are looking for a skilled Genesys Cloud Contact Center Engineer with 4+ years of experience in designing, implementing, and supporting cloud-based contact center solutions. The ideal candidate should have strong hands-on experience with Genesys Cloud CX, IVR development, call routing, integrations, reporting, and troubleshooting.

Responsibilities

• Configure, administer, and support Genesys Cloud CX environment.
• Design and develop IVR, call flows, routing strategies, queues, and skills-based routing.
• Manage inbound, outbound, email, chat, messaging, and digital channels.
• Integrate Genesys Cloud with CRM and third-party applications using APIs.
• Monitor platform performance and ensure high availability and service quality.
• Troubleshoot call flow, routing, and telephony-related issues.
• Configure user provisioning, roles, permissions, and security settings.
• Generate and analyze operational reports, dashboards, and workforce metrics.
• Support upgrades, enhancements, and migration activities.
• Collaborate with business stakeholders and technical teams to implement new requirements.

Qualifications

• 4+ years of experience in Contact Center technologies.

Required Skills

• Hands-on experience with Genesys Cloud CX administration and configuration.
• Strong knowledge of IVR, ACD, call routing, queues, and interaction management.
• Experience with Architect, Flow Designer, Routing, and Workforce Engagement modules.
• Understanding of SIP, VoIP, telephony, and contact center operations.
• Experience with REST APIs, web services, and system integrations.
• Knowledge of reporting, analytics, and performance monitoring.
• Strong troubleshooting and problem-solving skills.

Preferred Skills

• Experience with cloud-based contact center solutions.
• Familiarity with CRM systems and integrations.