Contact Center

4 weeks ago

Bengaluru Karnataka India, Karnataka HCLTech Full time

Contact Center - GENESYS CLOUD


Primary Location: Noida / Chennai / Bengaluru / Hyderabad / Pune


Experience: 14+ years


Position Overview (Job Summary):

The Genesys Developer will work with cross-functional teams to implement, customize, and support Genesys applications and platforms. This includes managing the full development lifecycle—requirements gathering, solution design, coding, testing, deployment, and support. The role demands deep technical expertise in Genesys technologies, strong problem-solving abilities, and adaptability to evolving requirements.


Primary Skills:

  • Genesys Engage / Genesys Cloud CX / Genesys PureConnect
  • IVR development tools (Genesys Composer, Interaction Designer, Architect)
  • Programming: Java, C#, Python, JavaScript
  • API Integration: RESTful, SOAP, Genesys APIs
  • Telephony: SIP, VoIP, ACD, CTI
  • Cloud Platforms: Genesys Cloud CX, AWS, Azure
  • Database: SQL / NoSQL
  • DevOps: Git, CI/CD tools
  • Troubleshooting and debugging
  • Communication and collaboration skills

Secondary Skills:

  • Omnichannel routing (voice, chat, email, SMS, social media)
  • Agile development methodologies
  • Customer experience (CX) and journey mapping
  • Security standards: PCI DSS, GDPR, HIPAA (preferred)

Experience:

  • 14 to 20 years of total experience
  • Minimum 5+ years of hands-on experience with Genesys platforms
  • Proven track record in delivering contact center solutions in enterprise environments

Role and Responsibilities:

A. Key Responsibilities

  • Analyze business requirements and design Genesys-based solutions
  • Develop and customize routing strategies, IVR flows, chatbots, and integrations
  • Integrate Genesys with CRM, databases, and telephony systems
  • Provide Tier 2/3 support and resolve technical issues
  • Develop and execute test plans and participate in code reviews
  • Maintain technical documentation and architecture diagrams
  • Stay updated with Genesys product updates and industry trends
  • Ensure compliance with security and data privacy standards
  • Communicate with clients and stakeholders, providing guidance and training

B. Additional Responsibilities

  • Participate in continuous improvement initiatives
  • Collaborate with internal and external teams to deliver optimized solutions

Educational Qualification:

  • Bachelor’s degree in Computer Science, IT, Engineering, or related field
  • Equivalent experience may be considered

Certifications (Preferred):

  • Genesys Cloud CX: Professional, Developer, Architect, Workforce Management, Scripting, Quality Management, Outbound Certifications

  • Contact center

    2 days ago

    Bengaluru, Karnataka, India Weekday AI Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    This role is for one of the Weekday's clientsMin Experience: 5 yearsLocation: BengaluruJobType: full-timeAs a Contact Center Operations Manager, you will be at the heart of ensuring efficient and effective customer engagement through inbound, outbound, and digital channels. You will lead operations across multiple teams, overseeing performance metrics,...

  • Contact center

    2 days ago

    Bengaluru, Karnataka, India Weekday AI (YC W21) Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    This role is for one of the Weekday's clientsMin Experience: 5 yearsLocation: BengaluruJobType: full-timeAs a Contact Center Operations Manager, you will be at the heart of ensuring efficient and effective customer engagement through inbound, outbound, and digital channels. You will lead operations across multiple teams, overseeing performance metrics,...

  • Contact Center Architect

    8 hours ago

    Bengaluru, Karnataka, India Study Abroad 7 Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    If you have strong expertise in Genesys Cloud CX, Amazon Connect, and Nice CXOne, along with solid development skills in Java, , and React, we'd love to hear from youExperience: 12–15 YearsLocation: BangaloreWork Mode: WFONotice Period: Immediate to 15 DaysKey Responsibilities:Design and architect Cloud Contact Center solutions using Genesys / Amazon...

  • Contact Center Technology Implementation

    12 hours ago

    Bengaluru, Karnataka, India NR Consulting Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Primary skill : Contact Center Technology ImplementationMust Have skills : Genesys+Tech Arch+ Tech ManagerExperience: 15+ YearsLocation : Pan IndiaProject Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact.Must have skills : Contact Center Technology ImplementationGood to have skills :...

  • Contact Center Cloud Engineer

    3 days ago

    Bengaluru, Karnataka, India Innova ESI Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Contact Center Cloud Engineer6 months4-7 Years4+ YearsBasic Qualifications∙ Bachelors/Degree in Computer Science or other technology field∙ 5-7 years of Contact center experience∙ 1-2 years of experience with Azure Dynamics 365 and Azure Communication services∙ Working knowledge of Copilot Studio∙ Sound knowledge of MS/Azure infrastructure∙...

  • Contact Center Specialist

    1 week ago

    Bengaluru, Karnataka, India Baylor Scott & White Health Full time ₹ 3,00,000 - ₹ 6,00,000 per year

    JOB SUMMARYThe Contact Center Specialist 1, working under close supervision, responds to routine inbound phone calls, emails and electronic requests to assist as front line support for product and/or service requests. This may include, but not limited to, technical support, answering questions, registering new patients, scheduling healthcare appointments,...

  • Cloud Contact Center Lead Engineer- PAN India(Preferred immediate joiners)

    4 weeks ago

    Bengaluru, Karnataka, India, Karnataka Anlage Infotech P Ltd Full time

    Dear All,Hiring for Cloud Contact Center Lead & Architects for PAN India location Exp: 12-15yrsNP: Immediate joinersWork Mode: HybridJob Description:We are seeking a highly experienced Contact Center Architect with 12 to 15 years of experience to join our team As a Contact Center Architect you will be responsible for designing and architecting Genesys Cloud...

  • Contact Center Specialist

    2 days ago

    Bengaluru, Karnataka, India Baylor Scott & White Health Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    About UsHere at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.Our Core Values are:We serve faithfully by doing what's right with a joyful heart.We never settle by constantly striving for...

  • Team Leader, Contact Center

    3 days ago

    Bengaluru, Karnataka, India Walmart Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Job Summary:As a Team leader, you will be responsible for encouraging and promoting excellent customer service. You must be able to assist and support your agents (as needed) with technology, professional communication, and career development while building rapport within your team and upholding service level metrics. To exceed our customers needs, you must...

  • QUALITY MANAGER

    4 weeks ago

    Bengaluru, Karnataka, India, Karnataka Resollect Full time

    Company DescriptionResollect is a modern platform specializing in hard bucket recovery, repossession, auctions, and vendor marketplace solutions. We streamline asset recovery through an agency aggregator model, connecting businesses with trusted vendors for efficient and transparent recovery operations. Our end-to-end solutions facilitate faster and smarter...