Genesys Cloud Contact Center Admin Full Time NEW

Job Description

Key Responsibilities • Design, configure, and implement solutions using Genesys Cloud CX, including routing, IVR flows, queues, user and role management, integrations, and analytics. • Lead and manage end-to-end migration projects from legacy platforms (such as Avaya, Cisco, Genesys Engage, Amazon Connect) to Genesys Cloud CX. • Analyze current contact center architecture, IVRs, routing strategies, and integrations to develop migration plans and target architectures. • 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. • Conduct performance testing, user acceptance testing, troubleshooting, and provide production support during and after migrations. • Work with business stakeholders to define requirements and ensure successful deployments. • Offer documentation, technical support, and knowledge sharing to operations teams. • Optimize call flows, routing logic, analytics dashboards, and reporting to enhance customer experience and efficiency. • Collaborate with telephony teams to configure SIP trunks, BYOC cloud or on-premises, SBCs, carrier mappings, and voice infrastructure. • Stay informed on the latest CCaaS trends, new features in Genesys Cloud CX, and industry best practices. Required Experience and Skills • At least 3+ years of experience working with Genesys Cloud CX. • In-depth knowledge of Architect, Routing, outbound and digital channels, workforce management, quality management, and API integrations. • Demonstrated experience with contact center migration projects from design through to deployment. • Experience with API integrations, OAuth, event notifications, and data actions. • Strong understanding of telephony concepts, including SIP, SBCs, trunking, codecs, and call flows. • Ability to work effectively in fast-paced migration projects with cross-functional teams. • Scripting experience (JavaScript or Python) is a plus. • Genesys Cloud CX certifications: Professional, Developer, Architect. • Experience migrating between multiple CCaaS platforms. • Familiarity with cloud platforms such as Microsoft Azure, AWS or Google Cloud. • Knowledge of Agile/Scrum methodologies and practices.

Mandatory Skills: Genesys Cloud Contact Center Admin .

Experience: 8-10 Years
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Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA – as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.