Vijayawada, Andhra Pradesh
Job Summary

Job Summary : Genesys CCaaS Functional SME

Job Description : • Job Location: Noida / Chennai/ Madurai/ Vijaywada\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\n• Work Model: Supports 24x7 global cont

Key Responsibilities

Job Responsibilities : • Gather and analyse business requirements; translate them into Genesys Cloud CX functional designs (routing, IVR, queues, skills, WFM).\r\n• Own the functional configuration of omnichannel journeys (voice, email, chat, messaging) and customer experience flows.\r\n• Define and maintain reporting, SLA/KPI dashboards, and operational metrics for the contact center.\r\n• Act as functional bridge between client business SPOCs, agents, and the technical delivery team.\r\n• Lead functional UAT, change validation, and continuous service improvement of CC journeys.\r\n• Prepare functional documentation, runbooks, and end-user / agent training material.\r\n

Skill Requirements

Skill Requirement : • Deep functional expertise in Genesys Cloud CX (PureCloud) – Architect flows, routing, queues, IVR/IVA, WFM, analytics.\r\n• Robust grasp of contact center operations, omnichannel design,



and CX best practices.\r\n• Ability to define SLAs/KPIs and configure reporting/dashboards.\r\n• Requirements gathering, functional documentation, and stakeholder management.\r\n• Working knowledge of CRM (Dynamics 365) and ITSM (ServiceNow) integration touchpoints.\r\n

Other Requirements

Other Requirement : • Job Location: Noida / Chennai/ Madurai/ Vijaywada\r\n• Work Model: Supports 24x7 global contact center operations; on-call / shift rotation for P1/P2 incidents.\r\n• Notice Period: Immediate to 30 days preferred.\r\n• Bachelor’s degree in Engineering / Computer Science or equivalent.\r\n• Experience: 8–12 years with 5+ years as a Genesys functional/solution consultant.\r\n• Genesys Cloud CX certification (Professional – Architect) strongly preferred; ITIL Foundation desirable.\r\n

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