Track Manager - CONTACT CENTER - GENESYS CLOUD, Voice / IVR

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: CONTACT CENTER GENESYS CLOUD operations, Voice / IVR solutions, SIP protocol management, integrating third-party tools, process optimization, operational analytics, SLA-driven service management, incident resolution, root cause analysis, Genesys Cloud Certified Skilled, ITIL Foundation Certification

Job Summary
This role is accountable for leading complex contact center operations leveraging Genesys Cloud and Voice/IVR technologies. The individual ensures operational excellence by driving process improvements, problem-solving, and achieving client SLAs, while empowering technical teams through expert guidance and strategic people management. The position plays a critical role in aligning technology solutions with business objectives and fostering innovation for continuous organizational advancement.

Key Responsibilities
1. Lead operational management and optimization of contact center platforms using Genesys Cloud and Voice/IVR technologies, ensuring robust service delivery and adherence to client SLAs.
2. Oversee integration initiatives involving SIP and third-party tools, ensuring seamless interoperability and high system availability.
3. Drive process improvements by analyzing operational workflows within Genesys Cloud, recommending automation and reporting enhancements for improved efficiency.
4.



Mentor and guide technical teams in troubleshooting, incident management, and escalation handling within the Genesys Cloud environment.
5. Collaborate with stakeholders to capture evolving client requirements and translate them into actionable solutions using Genesys Cloud and integrated Voice/IVR systems.
6. Champion innovation by evaluating emerging features in Genesys Cloud and recommending adoption strategies to enhance contact center capabilities.
7. Ensure compliance with organizational policies and industry best practices in all Genesys Cloud and Voice/IVR operations.

Skill Requirements
1. Expert proficiency in CONTACT CENTER GENESYS CLOUD operations, configuration, and administration.
2. Excellent knowledge of Voice / IVR solutions and SIP protocol management within enterprise environments.
3. Advanced skills in integrating third-party tools with Genesys Cloud for enhanced functionality.
4. Strong understanding of process optimization, operational analytics, and SLA-driven service management.
5. Demonstrated expertise in leading technical teams and managing complex projects in contact center domains.
6. Advanced proficiency in troubleshooting, incident resolution, and root cause analysis for cloud-based communication systems.

Other Requirements
1. Genesys Cloud Certified Professional (Recommended)
2. ITIL Foundation Certification (Optional but valuable)

📌 Track Manager CONTACT CENTER GENESYS CLOUD, Voice / IVR (Chennai)
🏢 HCL Technologies
📍 Chennai