Genesys Cloud CX Platform Specialist

3 weeks ago

Kota, India Tata Consultancy Services Full time

Job Title: Genesys Engage/Genesys Cloud CX Platform Specialist – Routing DomainLocation: PuneExperience: 5 - 12 YearsJob Description:We are seeking a highly skilled Genesys Engage Platform Specialist with expertise in Routing Domain configuration and management. The ideal candidate will be responsible for the design, implementation, maintenance, and optimization of call routing strategies and maintain platform across our enterprise contact center solutions.Key Responsibilities(Genesys Engage):* Configure, and optimize routing strategies using Genesys Composer.* Manage and maintain Genesys Engage platform components, including URS (Universal Routing Server), ORS , Stat Server, and SIP Server.* Work with business stakeholders to gather requirements and implement routing workflows.* Perform system upgrades, patching, and performance tuning on Genesys platform components.* Ensure adherence to SLAs and compliance standards by actively monitoring system health and alarms.* Experience in troubleshooting routing flows and system issues using logs and reporting tools.Key Responsibilities(Genesys Cloud CX):*Configure and manage Genesys Cloud CX resources, including:Users, roles, and permissionsQueues, skills, and routingArchitect flows (Inbound/Outbound IVR, Bots)Interaction routing for voice, email and ChatPhone numbers, DID management, and trunk configurations* Develop and maintain routing logic using Genesys Architect and flow builder tools.* Experience with APIs, Webhooks, and Lambda Functions for integrations.Genesys IVR roleGood Understanding of Contact Center TechnologiesGood Understanding of Genesys Engage, Composer Tool, Genesys Administrator , CME , SIPAble to Desing IVR Flows using any Visio ToolsAble to Develop IVR Callflows using Genesys ComposerHands on Experience on working with JAVA and Spring Boot Applications Good Knowledge on Genesys Cloud, Architect

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