Genesys Cloud CX Platform Specialist

3 weeks ago

bangalore, India Tata Consultancy Services Full time

Job Title: Genesys Engage/Genesys Cloud CX Platform Specialist – Routing Domain Location: Pune Experience: 5 - 12 Years Job 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 permissions Queues, skills, and routing Architect flows (Inbound/Outbound IVR, Bots) Interaction routing for voice, email and Chat Phone 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 role Good Understanding of Contact Center Technologies Good Understanding of Genesys Engage, Composer Tool, Genesys Administrator , CME , SIP Able to Desing IVR Flows using any Visio Tools Able to Develop IVR Callflows using Genesys Composer Hands on Experience on working with JAVA and Spring Boot Applications Good Knowledge on Genesys Cloud, Architect

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