Genesys Contact Center Admin

Job description:

Job Description

Location: Pune

Experience: 6+ years

Key Responsibilities 

• Design, configure, and implement solutions using Genesys Cloud CX, including routing, IVR flows, queues, user and role management, integrations, and analytics. 
• Develop and maintain Architect flows for calls, chat, email, bots, as well as workforce and quality management setups. 
• Integrate Genesys Cloud CX with CRM systems (Salesforce, ServiceNow, Dynamics365) and other platforms via APIs or web services. 
• Optimize call flows, routing logic, analytics dashboards, and reporting to enhance customer experience and efficiency. 

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Required Experience and Skills 

• Experience of working with Genesys Cloud CX. 
• Experience of Routing, outbound and digital channels, workforce management, quality management, and API integrations. 
• Experience with API integrations, OAuth, event notifications, and data actions. 
• Strong understanding of telephony concepts, including SIP, SBCs, trunking, codecs, and call flows. 
• Scripting experience (JavaScript or Python) is a plus.  
• Familiarity with cloud platforms such as Microsoft Azure, AWS or Google Cloud. 
• Knowledge of Agile/Scrum methodologies and practices. 

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