We are seeking an experienced Contact Center / CX Technology Specialist with deep expertise in Genesys implementation and administration and exposure to contemporary AI-enabled contact center platforms such as Cresta and Decagon. The ideal candidate will play a critical role in designing, implementing, supporting, and optimizing customer experience (CX) technologies that drive operational efficiency, agent productivity, and customer satisfaction.

This role requires a blend of technical expertise, contact center domain knowledge, AI-driven customer engagement experience, and strong stakeholder management skills.

Your Role
As a Contact Center / CX Technology Specialist, you will be responsible for the implementation, administration, integration, and continuous improvement of contact center platforms. You will partner with business leaders, operations teams, and technology stakeholders to deliver scalable CX solutions while leveraging AI-powered technologies to enhance customer and agent experiences.

In This Role You Will Play a Key Role In:
Implementing, configuring,



and administering Genesys Cloud CX and related contact center technologies.
Supporting end-to-end contact center operations, including routing, IVR, workforce optimization, reporting, and omnichannel engagement.
Designing and optimizing customer journeys across voice, chat, email, messaging, and digital channels.
Integrating AI-powered contact center solutions such as Cresta, Decagon, and conversational AI platforms to improve agent efficiency and customer interactions.
Managing platform upgrades, enhancements, and release deployments.
Collaborating with business stakeholders to gather requirements and translate them into scalable technical solutions.
Monitoring platform performance, identifying improvement opportunities, and implementing best practices.
Supporting system integrations with CRM, workforce management, analytics, and third-party applications.
Driving automation initiatives using AI, virtual age

📌 Contact Center (Bengaluru)
🏢 Capgemini
📍 Bengaluru