Software Engineer

4 weeks ago

Bangalore Urban, India NexionPro Services Full time

Key Responsibilities:

  • Platform Configuration: Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.
  • Requirement gathering: Collaborate with business teams to gather and analyze requirements for contact center workflows and features.
  • System Integration: Integrate Genesys Cloud with CRMs, databases, and third-party APIs.
  • WhatsApp - Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.
  • SMS - Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.
  • Email - Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.
  • User Management: Administer users, roles, groups, and permissions.
  • Monitoring & Reporting: Generate performance reports, monitor real-time metrics, and analyze customer interaction data.
  • Troubleshooting: Resolve technical issues, liaise with support teams, and ensure platform stability.
  • Template & Messaging Setup: Configure outbound messaging templates and manage canned responses.
  • UAT & Deployment Support: Participate in testing phases and ensure smooth rollout of new configurations.

Preferred Skills:

  • Experience with Genesys Cloud CX / PureCloud
  • Knowledge of Salesforce
  • Knowledge of JIRA
  • Knowledge of Qtest
  • Familiarity with contact center operations
  • Strong analytical and problem-solving skills
  • Excellent communication and documentation abilities

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