Job Details

Experience within Telecommunication having worked on Contact Center Technologies.
Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing.
Routing logic experience, configuration of Queues and Skills and associated routing (Standard, Bullseye or Preferred Routing).
Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.
Day-to-day management and support including call routing, agent creation, IVR, phone queues and reporting.
Experience with Genesys Architecture and Integration of various / multiple channels into Genesys.
Provide subject matter expertise in Genesys PureCoud Contact Center and AppFoundry integrations.
Drive the decision-making processes for Call Center Design, Implementation and Support.
Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc.
Design, implementation, and support of Genesys Cloud solutions, including the migration of Genesys on-premises to cloud.
Genesys on prem to cloud migration experience required.
Integrate Genesys Cloud with other systems and applications.
Maintain and support Genesys Cloud solutions.
Work with business stakeholders to understand requirements and develop solutions.
Stay up to date on Genesys Cloud technologies and best practices.
Implement network security.
Conducting discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.
Walkthrough of delivery scope to the development team and getting it implemented.
Conducting train, the trainers program.
Managing and helping the development team.
Preparing project plan, action trackers and ensure timelines are met.
Implement SBC solution.
Install, Configure, test SBC across regions.


• The ideal candidate for this role will have good leadership skills, with appropriate technical expertise.

• Good understanding of networking topologies and their associated interconnectivity with the LAN/WAN infrastructure, Contact Centre infrastructure.

• Ability to maintain a strong vendor communication/relationship.

• Be part of a team that performs sustainable continuous improvement, identifying and removing organizational barriers affecting the team, processes and products owned.

• Maintain an agile mind-set by adopting the practices and processes identified as being required for our domain, leveraging agile delivery methods.

• Work with business stakeholders to understand requirements and develop solutions.

• Conduct discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.

• Perform walkthrough of delivery scope to the development team and getting it implemented.

• Preparing project plan, action trackers and ensure timelines are met.