Genesys Contact Center Admin

Wipro; Maharashtra; On-site; INR 1,500,000 - 2,800,000; Full time

Job summary

Wipro in Pune is seeking an experienced Senior Engineer to design, configure, and implement solutions using Genesys Cloud CX, including routing, IVR flows, queues, user and role management, integrations, and analytics.

You will develop and maintain Architect flows for calls, chat, email, bots, and workforce/quality management setups, and integrate Genesys with CRM systems via APIs or web services. A strong telephony background and scripting knowledge are required.

Qualifications

• 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.

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.

Skills

Genesys Cloud CX

Architect flows

Dynamics 365

API integrations

OAuth

SIP

SBCs

Call flows

JavaScript

Python

Azure

AWS

Google Cloud

Agile/Scrum

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 andmaintain Architect flowsfor 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.
• Optimizecall flows, routing logic, analytics dashboards, and reporting to enhance customer experience and efficiency.

Required Experience and Skills

• Experience ofworking 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,AWSor Google Cloud.
• Knowledge of Agile/Scrum methodologies and practices.