Cloud Contact Center Professional

19 hours ago

Shimoga, Karnataka, India beBeeExpertise Full time ₹ 75,00,000 - ₹ 1,00,00,000

Job Title: Cloud Contact Center Professional

We are seeking a skilled Genesys Cloud Contact Center Engineer to join our team. The ideal candidate will have extensive experience with Genesys solutions and a strong understanding of contact center operations.

This role involves working closely with stakeholders in multiple countries to ensure the contact center infrastructure delivers on desired business outcomes and meets evolving needs of the business community.

The Cloud Contact Center Engineer will be responsible for designing, implementing, and maintaining the Genesys Cloud Contact Center platform.

Key Responsibilities:
  • Design and Engineering Functions - Work with suppliers to establish and document standards and blueprints. Supports development and implementation activities, ensuring new functionality aligns with standards and blueprints.
  • Operations and Maintenance - Working with suppliers, helps manage operational run, enhancements and platform changes. Supports operational functions including change, problem and incident management.
  • Supplier Management Support - Monitor and manage delivery of services provided by suppliers to ensure they meet contractual obligations and performance standards.
  • Works with internal IT stakeholders to support integrations, governance processes and architecture/design.
  • Stakeholder Engagement - Supports engagement to country representatives, working closely with product delivery manager. Shares knowledge and best practices with stakeholders and serves as technical escalation resource where additional expertise is required.
Requirements:
  • 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.

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