Software Engineer

4 days ago

New Delhi, 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 withGenesys Cloud CX / PureCloud Knowledge of S alesforce Knowledge of JIRA Knowledge of Qtest Familiarity withcontact center operations Strong analytical and problem-solving skills Excellent communication and documentation abilities

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