3 days ago
Bengaluru, IndiaMid Level / Senior
Responsibilities
- Capture business and technical requirements and design scalable CCaaS solutions.
- Develop IVR, bot, routing, voice, chat, email, and messaging workflows.
- Configure routing, queues, skills, wrap codes, user profiles, and other CCaaS components.
- Integrate CRM, WFM, custom applications, and external systems using APIs, webhooks, and middleware.
- Develop and deploy scripts, data actions, middleware components, and automation code.
- Support project scoping, implementation, testing, production deployment, documentation, user training, and post-implementation reviews.
- Collaborate with Project Management, Sales, BI, Operations, and other cross-functional teams.
- Manage multiple client projects and provide technical solution support and optimization.
Requirements
- 3–7 years of strong expertise in Genesys or CXone; experience with other platforms is a plus.
- Experience designing and deploying omnichannel solutions across voice, chat, email, and messaging.
- Strong hands-on experience with Genesys Cloud Architect, routing, and call flows.
- Genesys Cloud Professional (GCP) certification is required.
- Proficiency with REST/JSON APIs, OAuth2, integration design, web services, and middleware frameworks.
- Experience with JavaScript and Python for automation and API scripting.
- Knowledge of IVR, SIP trunking, telephony, ACD, WFM, and CRM integration.
- Ability to run meetings and workshops, present confidently, and write functional specifications.
- Strong organizational, communication, collaboration, and independent working skills.
- Fluent English is required; additional languages are a plus.
- Microsoft Office Suite experience, including PowerPoint, Excel, and Power BI; Power BI experience is preferred.
- Proactive approach and willingness to learn and keep current with industry trends.
Benefits
- Work with leading CCaaS technologies, especially Genesys, on high-impact CX transformation projects.
- Collaborate with global clients across the U.S. and EMEA.
- Work alongside experts in AI, automation, performance, and agent tools.
- Gain exposure to complex, high-visibility projects and opportunities to develop technical, project management, and client relationship skills.
- Remote work is indicated by the posting’s #LI-Remote tag.
Tech Stack
Categories
Solutions Engineering
