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 setting.
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 recent 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.

📌 Contact Center Specialist Bengaluru
🏢 HCLTech
📍 Bengaluru