Job Summary

Experience administrating and supporting PureCloud (Genesys Cloud). • Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis. • Exp in Genesys deployment. • Exp in Inbound Call management. • Exp in outbound call/Outbound Dialler management on Genesys PureCloud • Experience in Genesys Pure cloud Contact Centre Solution design across Voice, Digital, AI/BOT, Network, Security, Integrations with Third Party tool. • Experience with contact center technologies (e.g., ACD, call recordings, WFM etc.) • Well versed with Omni-channel technologies • Experienced in Genesys Pure cloud Developer tool. • Expertise in Architect flows. • Knowledge of Development Skills-Pure Cloud API’s • Edge Server/Trunk Configuration, Network/Firewall/PBX Integration & Agent Skill and Bullseye Routing, Email-Voicemail-Chat-Voice Queue Routing • Hands-on delivery and solution experience with Contact Centre solution, Genesys Purecloud. • IVR and ACD development experience • Experience with scripting and APIs Integration – Spinsci • Experience with AI/NLP engines - Google CCAI, Amazon Lex/Polly. • Call Routing and Scheduling Configuration • Agent Skill and Bullseye Routing • Email-Voicemail-Chat-Voice Queue Routing • Cisco Cube SBC, and SIP skill require • Good Understanding of Contact Centre business operations, processes & transaction flows • Understand security requirements, industry specific compliance & certification requirements • Excellent verbal and written communication skills

Key Responsibilities

Experience administrating and supporting PureCloud (Genesys Cloud). • Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis. • Exp in Genesys deployment. • Exp in Inbound Call management. • Exp in outbound call/Outbound Dialler management on Genesys PureCloud • Experience in Genesys Pure cloud Contact Centre Solution design across Voice, Digital, AI/BOT, Network, Security, Integrations with Third Party tool. • Experience with contact center technologies (e.g., ACD, call recordings, WFM etc.) • Well versed with Omni-channel technologies • Experienced in Genesys Pure cloud Developer tool.



• Expertise in Architect flows. • Knowledge of Development Skills-Pure Cloud API’s • Edge Server/Trunk Configuration, Network/Firewall/PBX Integration & Agent Skill and Bullseye Routing, Email-Voicemail-Chat-Voice Queue Routing • Hands-on delivery and solution experience with Contact Centre solution, Genesys Purecloud. • IVR and ACD development experience • Experience with scripting and APIs Integration – Spinsci • Experience with AI/NLP engines - Google CCAI, Amazon Lex/Polly. • Call Routing and Scheduling Configuration • Agent Skill and Bullseye Routing • Email-Voicemail-Chat-Voice Queue Routing • Cisco Cube SBC, and SIP skill require • Positive Understanding of Contact Centre business operations, processes & transaction flows • Understand security requirements, industry specific compliance & certification requirements • Excellent verbal and written communication skills

Skill Requirements

Experience administrating and supporting PureCloud (Genesys Cloud). • Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis. • Exp in Genesys deployment. • Exp in Inbound Call management. • Exp in outbound call/Outbound Dialler management on Genesys PureCloud • Experience in Genesys Pure cloud Contact Centre Solution design across Voice, Digital, AI/BOT, Network, Security, Integrations with Third Party tool. • Experience with contact center technologies (e.g., ACD, call recordings, WFM etc.) • Well versed with Omni-channel technologies • Experienced in Genesys Pure cloud Developer tool. • Expertise in Architect flows. • Knowledge of Development Skills-Pure Cloud API’s • Edge Server/Trunk Configuration, Network/Firewall/PBX Integration & Agent Skill and Bullseye Routing, Email-Voicemail-Chat-Voice Queue Routing • Hands-on delivery and solution experience with Contact Centre solution, Genesys Purecloud.



• IVR and ACD development experience • Experience with scripting and APIs Integration – Spinsci • Experience with AI/NLP engines - Google CCAI, Amazon Lex/Polly. • Call Routing and Scheduling Configuration • Agent Skill and Bullseye Routing • Email-Voicemail-Chat-Voice Queue Routing • Cisco Cube SBC, and SIP skill require • Good Understanding of Contact Centre business operations, processes & transaction flows • Understand security requirements, industry specific compliance & certification requirements • Excellent verbal and written communication skills

Must Have Skill

Cisco Contact Center

Good to Have Skill

Other Requirements

Experience administrating and supporting PureCloud (Genesys Cloud). • Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis. • Exp in Genesys deployment. • Exp in Inbound Call management. • Exp in outbound call/Outbound Dialler management on Genesys PureCloud • Experience in Genesys Pure cloud Contact Centre Solution design across Voice, Digital, AI/BOT, Network, Security, Integrations with Third Party tool. • Experience with contact center technologies (e.g., ACD, call recordings, WFM etc.) • Well versed with Omni-channel technologies • Experienced in Genesys Pure cloud Developer tool. • Expertise in Architect flows. • Knowledge of Development Skills-Pure Cloud API’s • Edge Server/Trunk Configuration, Network/Firewall/PBX Integration & Agent Skill and Bullseye Routing, Email-Voicemail-Chat-Voice Queue Routing • Hands-on delivery and solution experience with Contact Centre solution, Genesys Purecloud. • IVR and ACD development experience • Experience with scripting and APIs Integration – Spinsci • Experience with AI/NLP engines - Google CCAI, Amazon Lex/Polly. • Call Routing and Scheduling Configuration • Agent Skill and Bullseye Routing • Email-Voicemail-Chat-Voice Queue Routing • Cisco Cube SBC, and SIP skill require • Good Understanding of Contact Centre business operations, processes & transaction flows • Understand security requirements, industry specific compliance & certification requirements • Excellent verbal and written communication skills

📌 Senior Administrator - Cisco Contact Center (India)
🏢 HCLTech
📍 India