Cloud Contact Center Solutions Expert

2 days ago

Nagpur, Maharashtra, India beBeeContactCenter Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Title

Genesys Cloud Contact Center Engineer

This role requires extensive experience with Genesys solutions and a deep understanding of contact center operations. The ideal candidate will work closely with stakeholders in multiple countries to ensure the contact center infrastructure meets business needs and outcomes.

The successful candidate will assist in enhancing the Contact Center product portfolio, defining its direction based on business requirements, data, and market trends. They will partner with the Genesys Cloud platform support provider to ensure solutions delivered align with standards and business requirements.

Key Responsibilities:

  • Design and engineering functions – Collaborate with suppliers to establish and document standards and blueprints, supporting development and implementation activities to ensure new functionality aligns with these guidelines.
  • Operations and maintenance – Work with suppliers to manage 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.
  • Integration and governance – Support integrations, governance processes, and architecture/design with internal IT stakeholders.
  • Stakeholder engagement – Engage with country representatives, working closely with the product delivery manager, sharing knowledge and best practices, and serving as a technical escalation resource when additional expertise is required.

Requirements & Qualifications:

  • 3-5 years of experience working with Genesys Cloud contact center solutions, including 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.

Essential Skills:

  • Proficiency in Genesys Cloud tools, including Architect, Genesys Cloud Agent Scripter, and Genesys Cloud CLI.
  • Experience with JSON, RegEx, and restful API/web services.
  • Ability to design, create, and manage table-driven and dynamic workflows.

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