Job DescriptionLocation: Bangalore

NExperience: 8+

NJob Type: Full-Time

NAbout the Company

nWe 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.

NAbout the Role

nWeare 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 robust hands-on experience with Genesys Cloud CX, IVR development, call routing, integrations, reporting, and troubleshooting.

NResponsibilities

n

N
- Configure, administer, and support Genesys Cloud CX environment.
N
- Design and develop IVR,call flows, routing strategies, queues, and skills-based routing.
N
- Manage inbound, outbound, email, chat, messaging, and digital channels.
N
- Integrate Genesys Cloudwith CRM and third-party applications using APIs.
N
- Monitor platform performance and ensure high availability and service quality.
N
- Troubleshoot call flow,routing,



and telephony-related issues.
N
- Configure user provisioning, roles, permissions, and security settings.
N
- Generate and analyze operational reports, dashboards, and workforce metrics.
N
- Support upgrades, enhancements, and migration activities.
N
- Collaborate with business stakeholders and technical teams to implement new requirements.
N

nQualifications

n

N
- 4+ years of experience in Contact Center technologies.
N

nRequired Skills

N

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

nPreferred Skills

N

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

📌 Contact Center Specialist (Bengaluru)
🏢 HCLTech
📍 Bengaluru