Contact Center

3 weeks ago

New Delhi, India HCLTech Full time

Contact Center - GENESYS CLOUDPrimary Location: Noida / Chennai / Bengaluru / Hyderabad / PuneExperience: 14+ yearsPosition 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 skillsSecondary 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 environmentsRole 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 trainingB. Additional Responsibilities- Participate in continuous improvement initiatives - Collaborate with internal and external teams to deliver optimized solutionsEducational Qualification:- Bachelor’s degree in Computer Science, IT, Engineering, or related field - Equivalent experience may be consideredCertifications (Preferred):- Genesys Cloud CX: Professional, Developer, Architect, Workforce Management, Scripting, Quality Management, Outbound Certifications

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