Contact Center - Genesys Cloud

HCLTechBengaluru, Republic Of India, IN

22 days ago

Job description

Contact Center - GENESYS CLOUD

Primary Location : Noida / Chennai / Bengaluru / Hyderabad / Pune

Experience : 14+ years

Position 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 PureConnect
IVR development tools (Genesys Composer, Interaction Designer, Architect)
Programming : Java, C#, Python, JavaScript
API Integration : RESTful, SOAP, Genesys APIs
Telephony : SIP, VoIP, ACD, CTI
Cloud Platforms : Genesys Cloud CX, AWS, Azure
Database : SQL / NoSQL
DevOps : Git, CI / CD tools
Troubleshooting and debugging
Communication and collaboration skills

Secondary Skills :

Omnichannel routing (voice, chat, email, SMS, social media)

Agile development methodologies

Customer experience (CX) and journey mapping

Security standards : PCI DSS, GDPR, HIPAA (preferred)

Experience :

14 to 20 years of total experience

Minimum 5+ years of hands-on experience with Genesys platforms

Proven track record in delivering contact center solutions in enterprise environments

Role and Responsibilities :

A. Key Responsibilities

Analyze business requirements and design Genesys-based solutions

Develop and customize routing strategies, IVR flows, chatbots, and integrations

Integrate Genesys with CRM, databases, and telephony systems

Provide Tier 2 / 3 support and resolve technical issues

Develop and execute test plans and participate in code reviews

Maintain technical documentation and architecture diagrams

Stay updated with Genesys product updates and industry trends

Ensure compliance with security and data privacy standards

Communicate with clients and stakeholders, providing guidance and training

B. Additional Responsibilities

Participate in continuous improvement initiatives

Collaborate with internal and external teams to deliver optimized solutions

Educational Qualification :

Bachelor’s degree in Computer Science, IT, Engineering, or related field

Equivalent experience may be considered

Certifications (Preferred) :

Genesys Cloud CX : Professional, Developer, Architect, Workforce Management, Scripting, Quality Management, Outbound Certifications

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Cloud Contact Center • Bengaluru, Republic Of India, IN

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