SYSTEM ENGINEER L3(CONTRACT)

Wipro Technologies; Hyderabad; Hybrid; INR 1,562,000 - 1,897,000; Full time

Job summary

Wipro Limited in India is seeking seasoned Genesys Cloud architects to design and lead enterprise contact‑center implementations. You will shape IVR and call‑routing flows, configure ACD/queues, and drive API integrations to optimize routing decisions.

Deep Genesys Cloud experience is required, with strong emphasis on Architect level capabilities. Python/Node.js are valued differentiators, and you will contribute to production troubleshooting and CI/CD within the engineering team.

Qualifications

• Strong hands-on experience with Genesys Cloud CX.
• Genesys Cloud Architect capability.
• Inbound call flows design and implementation.
• Transfer and disconnect flows expertise.
• IVR design and implementation.
• ACD and queue configuration experience.
• Skills-based, priority, and other routing strategies.
• Data Actions, API integrations, JSON, OAuth, Postman.
• Architect expressions, error handling, business rules.
• Enterprise contact-center/IVR implementation experience.

Responsibilities

• Design complex inbound/in-queue flows and routing logic.
• Lead integration with external systems via APIs.
• Troubleshoot and optimize existing Architect flows.
• Support QA responsibilities within the engineering team.
• Define and implement call routing and IVR strategies.

Skills

Genesys Cloud CX

Genesys Cloud Architect

IVR design

Call routing

Data Actions

REST API integrations

JSON

OAuth

Postman

Swagger/OpenAPI

Git

CI/CD

Tools

Postman

Swagger/OpenAPI

Git

CI/CD

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

Do

• Excellent communication skills
• Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
• Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
• Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
• Answer incoming calls and respond to customerâÃÂÃÂs emails in timely manner.
• Manage and resolve customer complaints.
• Identify and elevate issues to supervisors as and when needed.
• Provide product and service information to customers.
• Research required information using available resources and Offer Solution to customers.
• Research, identify, and resolve customer complaints using applicable software.
• Route calls and tickets to appropriate resources and Domains who can best support he user,
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Create SOPs for new Issues and resolution given.
• Complete call logs and reports.

Location flexibility

PAN INDIA

Rate B1(3 + years ):-140K/M

Rate B2 (6+ years ):-150K/M

Rate B3(8+ years ) :-170K/M

Must-Have

• Strong hands-on experience with Genesys Cloud CX and Architect
• IVR, ACD, queue and skills-based call routing
• Experience designing complex inbound/in-queue flows and routing logic
• Genesys Data Actions and REST API integrations, JSON, OAuth, Postman
• Strong understanding of Architect expressions, variables, conditions and error handling
• Enterprise contact-center/IVR implementation experience

Preferred / Value-Add

• GCP experience, particularly Cloud Functions/Cloud Run
• Python and/or Node.js
• Apigee, Postman and Swagger/OpenAPI
• Git, CI/CD and production troubleshooting
• Experience migrating or simplifying GCP-based IVR/routing solutions into Genesys Cloud
• Genesys Cloud certification is a plus

Lead/Solution Architect, Senior Genesys Cloud Engineers, Integration Engineer, with QA responsibilities incorporated into the engineering team or an additional QA resource.

The key hiring criterion should be deep Genesys Cloud Architect, IVR and call-routing expertise. GCP, Python and Node.js should be treated as differentiators rather than mandatory skills.

Detailed breakdown of skills

• Strong hands-on experience with Genesys Cloud CX
• Genesys Cloud Architect
• Inbound Call Flows
• Transfer and Disconnect flows
• IVR design and implementation
• ACD configuration
• Queue configuration
• Skills-based routing
• Priority-based routing
• Bullseye/alternative routing
• Queue and agent routing configuration
• Business hours, schedules and holidays
• Call treatment and error handling
• DTMF and voice interactions
• Callback and transfer scenarios

Candidates should be able to independently troubleshoot and optimize existing Architect flows.

3. IVR & Call Routing

• Strong understanding of enterprise contact-center routing concepts, including:
• IVR call flows
• Skills-based routing
• Queue-based routing
• Priority routing
• Service levels
• Overflow routing
• After-hours routing
• Alternate/fallback routing
• Business-rule-driven routing

4. Genesys Data Actions & API Integration

• Strong experience with:
• Genesys Cloud Data Actions
• Error and timeout handling
• External system lookups
• Routing decisions based on API responses

Mandatory Skills: Genesys Cloud Contact Center Admin.Experience: 3-5 Years.

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.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.