Experience: 6 to 11 years

Job location: Pune

Required Experience and Skills

- Experience of working with Genesys Cloud CX.
- Experience of Routing, outbound and digital channels, workforce management, quality management, and API integrations.
- Experience with API integrations, OAuth, event notifications, and data actions.
- Robust understanding of telephony concepts, including SIP, SBCs, trunking, codecs, and call flows.
- Scripting experience (JavaScript or Python) is a plus.
- Familiarity with cloud platforms such as Microsoft Azure, AWS or Google Cloud.
- Knowledge of Agile/Scrum methodologies and practices.

͏ Key Responsibilities

- Design, configure, and implement solutions using Genesys Cloud CX, including routing, IVR flows, queues, user and role management, integrations, and analytics.
- Develop and maintain Architect flows for calls, chat, email, bots, as well as workforce and quality management setups.
- Integrate Genesys Cloud CX with CRM systems (Salesforce, ServiceNow, Dynamics365) and other platforms via APIs or web services.
- Optimize call flows, routing logic, analytics dashboards, and reporting to enhance customer experience and efficiency.

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📌 Genesys Cloud CX IVR (Pune)
🏢 Wipro
📍 Pune