Genesys Cloud Engineer

4 days ago

Hyderabad, Telangana, India NationsBenefits Full time ₹ 6,00,000 - ₹ 12,00,000 per year

About NationsBenefits:

At NationsBenefits, we are leading the transformation of the insurance industry by developing innovative benefits management solutions. We focus on modernizing complex back-office systems to create scalable, secure, and high-performing platforms that streamline operations for our clients. As part of our strategic growth, we are focused on platform modernization — transitioning legacy systems to modern, cloud-native architectures that support the scalability, reliability, and high performance of core backoffice functions in the insurance domain

Job Role: Genesys Cloud Engineer

Qualifications:

  • Minimum 2+ Years of experience in Genesys cloud Cx

  • Knowledge in unified communication

  • Familiar with Agile and ITIL Process

  • Excellent communication skills

  • Problem-solving and decision-making abilities.

Description: Genesys Cloud IVR Development and Quality Analysis using the Agile and Waterfall methodology. Playing a crucial role in ensuring the smooth operation and maintenance of the telecommunications infrastructure by providing 24/7 support.

Responsibilities:

  • Design and architect IVR solutions.

  • Develop and customize IVR flows.

  • Designing and Customizing agent scripts

  • Working with voice Bot

  • Outbound Campaign design and management

  • Integrations/API's

  • Monitoring performance and troubleshooting

  • Handling telephony configuration SIP and VoIP

  • Monitoring performance and troubleshooting

  • Reporting and Analytics

  • Analyzing intent mining

  • Topic Management

  • SBC Integration

  • Following ITIL process to work on requirement.

  • POC's with new tools and Vendors

  • POC's with IVR requirements and Optimization

  • Preparing analytical dashboards and wallboards for contact center data as per business needs

  • Producing custom client reports and operational intelligence reports

  • Identity and Access management

  • Critical support (On call interrupt)

  • Automatic Call Distribution and Routing Strategies

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