Job Summary

Serve as a Technical Lead for Genesys Cloud solutions within a hybrid work model applying deep expertise in quality monitoring speech analytics and APIs to optimize contact center operations in auto claims and property and casualty insurance. Drive high impact technical initiatives that improve customer experience operational efficiency and compliance for a global organization.

Responsibilities

• Lead end to end technical design and implementation of Genesys Cloud solutions to support complex contact center workflows for auto claims and property and casualty insurance operations.
• Oversee configuration and optimization of Genesys Cloud quality monitoring features to ensure thorough evaluation of agent interactions and continuous service performance improvement.
• Drive development and integration of Genesys Cloud APIs to connect customer communication channels with policy systems and claims platforms in a secure and scalable manner.




• Provide hands on guidance in tuning speech analytics models to identify customer sentiment trends and claims related issues that inform business decisions and process enhancements.
• Coordinate with claims operations and underwriting teams to translate domain requirements from auto claims and property and casualty insurance into robust Genesys Cloud technical solutions.
• Implement monitoring and alerting mechanisms around Genesys Cloud services and APIs to ensure high availability low latency and rapid incident response in a day shift setting.
• Collaborate with cross functional stakeholders to design call flows routing strategies and interaction policies that improve claim handling efficiency and customer satisfaction.
• Execute structured code reviews configuration audits and documentation updates for Genesys Cloud components to maintain regulatory compliance and technical standards alignment.
• Analyze interaction data from quality monitoring and speech analytics to propose targeted improvements in claims handli

📌 Technical Lead (Chennai)
🏢 Cognizant
📍 Chennai