Contact Center

2 weeks ago

Bengaluru, India HCLTech Full time

Contact Center - GENESYS CLOUDPrimary Location: Noida / Chennai / Bengaluru / Hyderabad / PuneExperience: 14+ yearsPosition Overview (Job Summary):The Genesys Developer will work with cross-functional teams to implement, customize, and support Genesys applications and platforms. This includes managing the full development lifecycle—requirements gathering, solution design, coding, testing, deployment, and support. The role demands deep technical expertise in Genesys technologies, strong problem-solving abilities, and adaptability to evolving requirements.Primary Skills:Genesys Engage / Genesys Cloud CX / Genesys PureConnectIVR development tools (Genesys Composer, Interaction Designer, Architect)Programming: Java, C#, Python, JavaScriptAPI Integration: RESTful, SOAP, Genesys APIsTelephony: SIP, VoIP, ACD, CTICloud Platforms: Genesys Cloud CX, AWS, AzureDatabase: SQL / NoSQLDevOps: Git, CI/CD toolsTroubleshooting and debuggingCommunication and collaboration skillsSecondary Skills:Omnichannel routing (voice, chat, email, SMS, social media)Agile development methodologiesCustomer experience (CX) and journey mappingSecurity standards: PCI DSS, GDPR, HIPAA (preferred)Experience:14 to 20 years of total experienceMinimum 5+ years of hands-on experience with Genesys platformsProven track record in delivering contact center solutions in enterprise environmentsRole and Responsibilities:A. Key ResponsibilitiesAnalyze business requirements and design Genesys-based solutionsDevelop and customize routing strategies, IVR flows, chatbots, and integrationsIntegrate Genesys with CRM, databases, and telephony systemsProvide Tier 2/3 support and resolve technical issuesDevelop and execute test plans and participate in code reviewsMaintain technical documentation and architecture diagramsStay updated with Genesys product updates and industry trendsEnsure compliance with security and data privacy standardsCommunicate with clients and stakeholders, providing guidance and trainingB. Additional ResponsibilitiesParticipate in continuous improvement initiativesCollaborate with internal and external teams to deliver optimized solutionsEducational Qualification:Bachelor’s degree in Computer Science, IT, Engineering, or related fieldEquivalent experience may be consideredCertifications (Preferred):Genesys Cloud CX: Professional, Developer, Architect, Workforce Management, Scripting, Quality Management, Outbound Certifications

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