Job Summary

Genesys CCaaS Functional SME

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

Key Responsibilities

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





Skill Requirements

Deep functional expertise in Genesys Cloud CX (PureCloud) – Architect flows, routing, queues, IVR/IVA, WFM, analytics. • Strong grasp of contact center operations, omnichannel design, and CX best practices. • Ability to define SLAs/KPIs and configure reporting/dashboards. • Requirements gathering, functional documentation, and stakeholder management. • Working knowledge of CRM (Dynamics 365) and ITSM (ServiceNow) integration touchpoints.

Must Have Skill

Cisco Contact Center

Good to Have Skill

Other Requirements

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

📌 Track Lead - Cisco Contact Center (India)
🏢 HCLTech
📍 India