Contact Center Specialist

Location: Bangalore

Experience: 8+

Job Type: Full-Time

About the Company

We are looking for a skilled Genesys Cloud Contact Center Engineer with 8+ years of experience in designing, implementing, and supporting cloud-based contact center solutions. The ideal candidate should have strong hands-on experience with Genesys Cloud CX, IVR development, call routing, integrations, reporting, and troubleshooting.

About the Role

We are looking for a skilled Genesys Cloud Contact Center Engineer with 4+ years of experience in designing, implementing, and supporting cloud-based contact center solutions. The ideal candidate should have strong hands-on experience with Genesys Cloud CX, IVR development, call routing, integrations, reporting, and troubleshooting.

Responsibilities

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• Configure, administer, and support Genesys Cloud CX environment.
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• Design and develop IVR, call flows, routing strategies, queues, and skills-based routing.
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• Manage inbound, outbound, email, chat, messaging, and digital channels.
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• Integrate Genesys Cloud with CRM and third-party applications using APIs.
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• Monitor platform performance and ensure high availability and service quality.
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• Troubleshoot call flow, routing, and telephony-related issues.
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• Configure user provisioning, roles, permissions, and security settings.
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• Generate and analyze operational reports, dashboards, and workforce metrics.
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• Support upgrades, enhancements, and migration activities.
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• Collaborate with business stakeholders and technical teams to implement new requirements.
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Qualifications

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• 4+ years of experience in Contact Center technologies.
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Required Skills

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• Hands-on experience with Genesys Cloud CX administration and configuration.
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• Strong knowledge of IVR, ACD, call routing, queues, and interaction management.
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• Experience with Architect, Flow Designer, Routing, and Workforce Engagement modules.
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• Understanding of SIP, VoIP, telephony, and contact center operations.
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• Experience with REST APIs, web services, and system integrations.
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• Knowledge of reporting, analytics, and performance monitoring.
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• Strong troubleshooting and problem-solving skills.
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Preferred Skills

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• Experience with cloud-based contact center solutions.
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• Familiarity with CRM systems and integrations.
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