Genesys

Capgemini; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Capgemini in Bengaluru is seeking a senior Genesys Cloud professional to configure and maintain PureCloud environments, design Architect flows, IVR applications, queues and routing strategies.

The role involves performance monitoring, issue resolution, and implementing user/role administration and workforce configurations, while collaborating with stakeholders to deliver contact center solutions and API integrations.

Qualifications

• Hands-on experience with Genesys Cloud (PureCloud).
• Experience with Architect Flow Design, ACD routing, and IVR development.
• Knowledge of APIs and integrations and experience in troubleshooting contact center issues.

Responsibilities

• Configure, administer, and maintain Genesys Cloud environments.
• Develop and manage Architect call flows, IVR applications, queues, and routing strategies.
• Monitor platform performance and troubleshoot production issues.
• Implement user management, roles, permissions, and workforce-related configurations.
• Collaborate with business stakeholders to gather requirements and implement contact center solutions.
• Integrate Genesys Cloud with third-party applications via APIs and web services.

Skills

Genesys Cloud (PureCloud)

Architect Flow Design

ACD Routing

Queue Management

IVR Development

User Administration

Role Administration

Reporting and Analytics

APIs & Integrations

Troubleshooting

Communication Skills

Job description

Key Responsibilities

• Configure; administer; and maintain Genesys Cloud (PureCloud) environments.
• Develop and manage Architect call flows; IVR applications; queues; and routing strategies.
• Monitor platform performance and troubleshoot production issues.
• Implement user management; roles; permissions; and workforce-related configurations.
• Work with business stakeholders to gather requirements and implement contact center solutions.
• Integrate Genesys Cloud with third-party applications using APIs and web services.

Required Skills

• 23 years of hands-on experience with Genesys Cloud (PureCloud).
• Experience with:
  • Architect Flow Design;
  • ACD Routing & Queue Management;
  • IVR Development;
  • User & Role Administration;
  • Reporting and Analytics;
  • Knowledge of APIs and integrations.
• Experience with troubleshooting and resolving contact center issues.
• Excellent verbal and written communication skills.