Contact Center Specialist

2 weeks ago


Hyderabad, Telangana, India HCLTech Full time

About the Role:

We are looking for a skilled Contact Center Engineer with expertise in Genesys On-Premise solutions to join our team. The ideal candidate will have extensive experience in designing, implementing, and maintaining contact center infrastructure to ensure seamless customer interactions.

Key Responsibilities:

  • Design, deploy, and manage Genesys On-Premise contact center solutions.
  • Configure and optimize Genesys components, including routing, IVR, and reporting.
  • Collaborate with cross-functional teams to integrate Genesys with other systems and applications.
  • Monitor and troubleshoot contact center performance and resolve issues promptly.
  • Implement and maintain security measures to protect customer data and ensure compliance with industry standards.
  • Provide technical support and training to contact center staff.
  • Stay updated with the latest Genesys features and best practices to continuously improve the contact center environment.

Required Skills:

  • Proficiency in Genesys On-Premise solutions, including configuration and management.
  • Strong understanding of contact center technologies and best practices.
  • Experience with IVR design and implementation.
  • Familiarity with database management and SQL.
  • Excellent problem-solving skills and attention to detail.
  • Ability to work independently and as part of a team.
  • Strong communication skills.

Preferred Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Experience with other contact center solutions and integrations.
  • Knowledge of network and telephony protocols.
  • Previous experience in a similar role.


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