Others, Tamil Nadu
Job Summary

8 to 10 years’ experience on Genesys Cloud CC

Experience administrating and supporting PureCloud (Genesys Cloud).
Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis.
Exp in Genesys deployment.
Exp in Inbound Call management.
Exp in outbound call/Outbound Dialler management on Genesys PureCloud
Experience in Genesys Pure cloud Contact Centre Solution design across Voice, Digital, AI/BOT, Network, Security, Integrations with Third Party tool.
Experience with contact center technologies (e.g., ACD, call recordings, WFM etc.)
Well versed with Omni-channel technologies
Experienced in Genesys Pure cloud Developer tool.
Expertise in Architect flows.
Knowledge of Development Skills-Pure Cloud API’s
Edge Server/Trunk Configuration, Network/Firewall/PBX Integration & Agent Skill and Bullseye Routing, Email-Voicemail-Chat-Voice Queue Routing
Hands-on delivery and solution experience with Contact Centre solution, Genesys Purecloud.
IVR and ACD development experience
Experience with scripting and APIs Integration – Spinsci
Experience with AI/NLP engines - Google CCAI, Amazon Lex/Polly.
Call Routing and Scheduling Configuration
Agent Skill and Bullseye Routing
Email-Voicemail-Chat-Voice Queue Routing
Cisco Cube SBC, and SIP skill require
Valuable Understanding of Contact Centre business operations, processes & transaction flows
Understand security requirements, industry specific compliance & certification requirements

Excellent verbal and written communication skills

Key Responsibilities
Experience / exposure with other contact Centre solutions like UCCE and Avaya CM, Cisco CUCCM , Unity Avaya SM, Gateways and MTR working experience.
Experience / exposure with leading CRM / case management solutions – Salesforce, MSD365, Oracle Peoplesoft, SAP ServiceNow, Jira,



Freshdesk etc.
Experience with vendor evaluations, market analysis, vendor negotiations, vendor onboarding processes etc.

Skill Requirements

L3 Role Description: -

- Build and manage the offshore teams and direct all related People/ Process and Technology competencies.
- Formalize internal process to ramp-up expertise of resources
- Work with SDM on day to day operations.
- Manage client relationship at multiple levels of customer organization
- Manage service levels and go beyond contracted SLA and deliver value add
- Vendor management • People Management and engagement (Attrition control).
- Lead in the technology selection and organizational build-up efforts
- Collaborate with Account management teams to qualify Business expansion opportunities.
- Identify and manage infrastructure technical standards that are relevant to our customer
- Produce and maintain the long-term technical architecture strategy and roadmaps, in collaboration with customers and vendors.
- Secure infrastructure architecture compliance in HCL.
- Drive research activities and keep updated on market trends.
- Infrastructure architecture quality assurance and making sure that EA certification is performed in deliveries
- Support the customer and co-workers with infrastructure architecture guidelines, frameworks, and also specific analysis and recommendations when needed.
- Work with IT Security and Compliance team to define the security architecture concept that can support customers.
- Support overall IT strategy with the relevant infrastructure architecture.




- Define and monitor the application of architectural and technological guidelines, in order to make sure applications and services are “designed for operations”
- Overall P&L; responsibility.
- Expansion of services to fill all gamut’s of infrastructure-increase breadth.
- Focus on project opportunities and transformation initiatives
- ITIL process definitions and implementation
- Automation in service delivery
- Resource management, Utilization and Billing
- Management reporting
- Conduct regular in depth service and process audits.
- Employee retention, motivation and training
- Focus on grooming people from L1 to L2, L2 to L3 within select timelines
- Value add to customer - YOY by working closely with the Transformation and
- Consulting group for Architecture gap assessment studies
- Implementation of new technologies
- Consolidation / Virtualization opportunities
- Reduce business impact of outages
- Cost savings through better solutions
- Enhance operational efficiencies
- Overall SLA management – Operation interaction with technologies Lead
- Overall Service Owner
- Overall Customer and Employee Satisfaction

Other Requirements

Share updated CV with below required details at [email protected]

Full Name:Email ID:Contact number:Total experience:Current Payroll company:Current location:Preferred Job Locations:
Notice period( Please specify LWD if serving notice), Immediate joiners are preferred:
Please specify if any gap in between education and employment:

Highest Fulltime education:University/institute name of Highest education:
Must have two major skill – Genesys Cloud CC and Cisco Cube

#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-

📌 Subject Matter Expert (Support&Ops) (India)
🏢 HCLTech
📍 India