Cloud Contact Center Specialist

4 hours ago

Thāne, Maharashtra, India beBeeGenesys Full time ₹ 40,00,000 - ₹ 80,00,000
Job Title: Cloud Contact Center Professional

The ideal candidate has extensive experience with Genesys solutions and a strong understanding of contact center operations.

This role involves designing, implementing, and maintaining the Genesys Cloud Contact Center platform. Key responsibilities include managing operational run, enhancements, and platform changes, supporting operational functions including change, problem, and incident management.

  • Main Responsibilities:
  • Design and engineering functions – Work with suppliers to establish and document standards and blueprints, supporting development and implementation activities.
  • Operations and maintenance – Assist in managing operational run, enhancements, and platform changes, supporting operational functions including change, problem, and incident management.
  • Supplier Management – Monitor and manage the delivery of services provided by suppliers to ensure they meet contractual obligations and performance standards.
  • Collaboration with internal IT stakeholders to support integrations, governance processes, and architecture/design.
Experience & Qualifications:
  • 3-5 years of experience working with Genesys Cloud contact center solutions, including Genesys Cloud Architect, workforce engagement/management tools, digital channels, interaction analytics, and AI capabilities.
  • Genesys Certified Professional (GCP) or equivalent certifications are highly desirable.
  • Bachelor’s degree in Computer Science, Information Technology, or a related field; equivalent work experience may be considered.
  • Proven experience in designing and implementing contact center solutions.
Skills:
  • Genesys Cloud tools, including Architect, Genesys Cloud Agent Scripter, Genesys Cloud CLI.
  • Experience with JSON, RegEx, and restful API/web services.
  • Designing, creating, and managing table-driven and dynamic workflows.

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