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 solid hands-on experience with Genesys Cloud CX, IVR development, call routing, integrations, reporting, and troubleshooting.
nAbout the Role
nWe 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 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 Cloud with 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, an

📌 Contact Center Specialist Vasanthanagar
🏢 HCLTech
📍 Vasanthanagar