Manager - Genesys Cloud Implementation

1 week ago

Bengaluru Chennai Hyderabad, India Golden Opportunities Pvt Ltd Full time US$ 9,00,000 - US$ 12,00,000 per year

Job Overview

We are seeking a highly experienced Genesys Cloud Implementation Specialist with 12 to 18 years of experience in contact centre technologies. The ideal candidate will have strong expertise in designing, deploying, and managing Genesys Cloud CX solutions, including integrations with enterprise systems and omnichannel contact centre platforms. This role demands a strategic thinker with hands-on technical skills and proven leadership in enterprise-level deployments.

Key Responsibilities Lead end-to-end implementation and configuration of Genesys Cloud CX (PureCloud) solutions.

Design and optimize IVR flows, call routing, and digital channel strategies (chat, email, SMS, etc.).

Collaborate with business stakeholders, solution architects, and cross-functional teams to define technical requirements and deployment plans.

Integrate Genesys Cloud with CRM systems (e.g., Salesforce, Microsoft Dynamics), workforce management tools, and third-party APIs. Provide architectural and operational guidance throughout the implementation lifecycle.

Mentor junior engineers and provide leadership in solution delivery and troubleshooting.

Ensure security, scalability, compliance, and performance best practices are followed.

Document solution designs, test plans, configurations, and standard operating procedures.

Act as a technical point of contact for escalations and issue resolution.

Stay updated with the latest features and best practices in the Genesys Cloud ecosystem.

Skills & Attributes Expertise in Genesys Cloud CX (PureCloud) architecture, deployment, and configuration

Strong knowledge of telephony systems SIP, VoIP, voice gateways Experience with IVR scripting, call routing logic, and queue management

Experience with cloud platforms like AWS, Azure (preferred) Scripting & automation skills JavaScript, Python, PowerShell

Solid understanding of networking, firewalls, TLS, VPNs, and security protocols Experience with Agile / DevOps delivery methodologies

Location : Chennai,Bengaluru,Hyderabad,Mumbai,Gurugram,Noida,Pune,Kolkata,Jaipur,Delhi

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