Contact Center Specialist

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.