Track Manager - Cisco Contact Center

HCL Technologies Limited; Dadri; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

HCL Technologies Limited seeks an experienced Lead Developer for Genesys Cloud CX to design, develop, and enhance customer engagement solutions. The role emphasizes journey orchestration, omnichannel engagement, API integrations, automation, and AI-enabled capabilities across global contact center implementations.

You will mentor engineers, collaborate with global teams, and ensure compliance with regional requirements while driving platform innovation and release governance.

Qualifications

• 7+ years of contact center technology experience.
• Hands-on experience with Genesys Cloud CX.
• Expertise in Architect, Bot Flows, IVR/Self-Service, Routing, Data Actions, Workflow Automation, and Omnichannel Engagement.
• Experience with Genesys Cloud APIs, REST APIs, JSON, OAuth, and event-driven integrations.

Responsibilities

• Design and develop Genesys Cloud CX solutions including Architect Flows, Secure Flows, Bot Flows, Digital Bot Flows, Data Actions, and Workflows.
• Configure and optimize routing strategies, queues, permissions, and customer journeys across voice and digital channels.
• Develop integrations using Genesys Cloud APIs and enterprise platforms like Salesforce, Microsoft Dynamics 365, ServiceNow, and CRM systems.
• Support AI-enabled capabilities including Bots, Conversational AI, Agent Copilot, Knowledge Optimization, and Predictive Routing.
• Evaluate emerging Genesys Cloud capabilities, AI-powered features, Early Access/Beta releases, and platform innovations.
• Assess AppFoundry, partner, and custom-built solutions based on functionality, cost, scalability, supportability, and business value.
• Design solutions complying with regional regulatory, privacy, security, and compliance requirements.
• Support release management, platform governance, and configuration promotion across environments.
• Provide technical leadership, mentor engineers, and collaborate across global teams and regions.

Skills

Genesys Cloud CX

Architect Flows

API integrations

REST APIs

OAuth

SIP telephony

Global deployments

AI-enabled capabilities

Leadership

Tools

Salesforce

Microsoft Dynamics 365

ServiceNow

Job description

We are seeking an experienced Lead Developer - Genesys Cloud Contact Center to design, develop, integrate, and enhance customer engagement solutions on Genesys Cloud CX. This hands-on engineering role focuses on customer journey orchestration, omnichannel engagement, API integrations, automation, AI-enabled capabilities, and platform innovation while supporting global contact center implementations and regional compliance requirements.

Key Responsibilities

• Design and develop Genesys Cloud CX solutions including Architect Flows, Secure Flows, Bot Flows, Digital Bot Flows, Data Actions, and Workflows.
• Configure and optimize routing strategies, queues, permissions, and customer journeys across voice and digital channels.
• Develop integrations using Genesys Cloud APIs and enterprise platforms including Salesforce, Microsoft Dynamics 365, ServiceNow, identity providers, and middleware solutions.
• Support AI-enabled capabilities including Bots, Conversational AI, Agent Copilot, Knowledge Optimization, and Predictive Routing.
• Evaluate emerging Genesys Cloud capabilities, AI-powered features, Early Access/Beta releases, and platform innovations.
• Assess AppFoundry, partner, and custom-built solutions based on functionality, cost, scalability, supportability, and business value.
• Design solutions that comply with regional regulatory, privacy, security, and compliance requirements.
• Support release management, platform governance, and configuration promotion across environments.
• Provide technical leadership, mentor engineers, and collaborate across global teams and regions.

Skill Requirements

• Required Skills & Experience
• 7+ years of contact center technology experience.
• Strong hands-on experience with Genesys Cloud CX.
• Expertise in Architect, Bot Flows, IVR/Self-Service, Routing, Data Actions, Workflow Automation, and Omnichannel Engagement.
• Experience with Genesys Cloud APIs, REST APIs, JSON, OAuth, and event-driven integrations.
• Experience integrating Salesforce, Microsoft Dynamics 365, ServiceNow, CRM platforms, and enterprise applications.
• Strong understanding of contact center architecture, SIP telephony, PSTN, BYOC Cloud, carrier integrations, voice technologies, and digital engagement.
• Experience supporting global contact center environments and regional compliance requirements.
• Exposure to Amazon Connect or multi-platform cloud contact center environments is desirable.
• Preferred Qualifications
• Genesys Cloud CX Certifications.
• Experience delivering global Genesys Cloud CX implementations, migrations, or modernization initiatives.
• Experience with AI-enabled customer engagement solutions and AppFoundry ecosystem technologies.
• Experience participating in Genesys Cloud Early Access, Beta, or Preview programs.
• Familiarity with Genesys Cloud Analytics and reporting.

Other Requirements

• Required Skills & Experience
• 7+ years of contact center technology experience.
• Strong hands-on experience with Genesys Cloud CX.
• Expertise in Architect, Bot Flows, IVR/Self-Service, Routing, Data Actions, Workflow Automation, and Omnichannel Engagement.
• Experience with Genesys Cloud APIs, REST APIs, JSON, OAuth, and event-driven integrations.
• Experience integrating Salesforce, Microsoft Dynamics 365, ServiceNow, CRM platforms, and enterprise applications.
• Strong understanding of contact center architecture, SIP telephony, PSTN, BYOC Cloud, carrier integrations, voice technologies, and digital engagement.
• Experience supporting global contact center environments and regional compliance requirements.
• Exposure to Amazon Connect or multi-platform cloud contact center environments is desirable.
• Preferred Qualifications
• Genesys Cloud CX Certifications.
• Experience delivering global Genesys Cloud CX implementations, migrations, or modernization initiatives.
• Experience with AI-enabled customer engagement solutions and AppFoundry ecosystem technologies.
• Experience participating in Genesys Cloud Early Access, Beta, or Preview programs.
• Familiarity with Genesys Cloud Analytics and reporting.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September2026totaled $14.8billion.