Senior Manager

Job Description

Manager / Senior Manager Genesys Contact Center (BPO – Banking Clients)

Position Overview

The Manager / Senior Manager – Genesys Contact Center, will lead the management, optimization, and delivery of the Genesys 8.5 platform supporting multiple banking and financial services clients. The role demands a blend of technical depth, client engagement, delivery governance, and business development skills. Person will be responsible for ensuring high system uptime, regulatory compliance, and client satisfaction while driving innovation across contact center operations.

Key Responsibilities

• Oversee end-to-end operations and administration of Genesys 8.x–8.5 Customer Interaction Management (CIM) platform components, including Config Server, URS, T-Server, Stat Server, ICON, Infomart, GVP, GI2/GCXI, and associated integrations.
• Drive architecture reviews, platform upgrades, and capacity planning to support high-volume, multi-client environments.
• Strong knowledge in Genesys Outbound Dialer and campaign integrations with banking CRMs and regulatory consent management systems.
• Able to perform L3-level troubleshooting, log analysis, and RCA for critical production issues to ensure SLA compliance.
• Coordinate with Genesys Support and internal infrastructure teams for platform stability and patching activities.
• Maintain system documentation, disaster recovery plans, and compliance reports as per banking and audit requirements.
• Act as the single point of contact (SPOC) for multiple banking clients for Genesys contact center operations.
• Conduct requirement gathering sessions with clients for new business needs, change requests, and solution enhancements.
• Prepare and present monthly service review reports (MSR) covering SLAs, uptime, incident trends, and improvement plans.
• Manage client escalations and ensure proactive communication for all major incidents and releases.
• Collaborate with client IT and compliance teams to ensure adherence to data security, PCI DSS, and RBI regulatory norms.
• Build and maintain executive-level relationships with client stakeholders, including operations heads and CIO/CTO representatives.
• Lead Genesys upgrade, migration, and transformation projects across multiple banking accounts.
• Manage end-to-end delivery including requirement documentation, solution design, development, testing, and go-live.
• Ensure 100% SLA adherence for incident, problem, and change management across all client environments.
• Ensure smooth handover between implementation and support teams with comprehensive documentation and KT sessions.
• Lead a team of Genesys L2/L3 engineers, IVR & Genesys developers, and reporting analysts supporting 24x7 operations.
• Conduct performance reviews, mentoring, and skill-building programs to keep the team technically current.
• Define and monitor operational KPIs, ensuring effective shift management and escalation handling.
• Collaborate with internal servers, network, telephony, backup and voice recording teams for integrated service delivery.
• Support pre-sales and business development teams with technical proposals, solution presentations, and RFP responses.
• Work closely with transition and onboarding teams for new banking client migrations to the Genesys platform.
• Ability to manage complex multi-client environments with strict compliance and uptime SLAs.

Qualifications & Experience

• Bachelor's or Master's degree in Computer Science, IT, or related field.
• 10+ years of total experience, with at least 5+ years in managing Genesys 8.x–8.5 environments in large-scale contact centers.
• Proven experience managing multiple client accounts (preferably BFSI clients) in a BPO or managed services environment.
• Strong understanding of Genesys Routing, IVR, SIP Server, Outbound Dialer, Infomart, and Reporting platforms.
• Experience in client management, SLA governance, and regulatory compliance.
• Exposure to Genesys Cloud CX, AWS Connect, or hybrid deployments will be a plus.
• Excellent communication, negotiation, and leadership skills.