Genesys Cloud Architect & IVR Lead

Wipro; Louisville (KY); Sur place; USD 60 000 - 135 000; Plein temps

Résumé du poste

Wipro Limited, a leading technology services firm, is seeking a Lead/Solution Architect, Senior Genesys Cloud Engineers, Integration Engineer in the United States. The role emphasizes Genesys Cloud CX, IVR and call routing, with GCP, Python and Node.js as differentiators.

You will design and implement advanced routing, data actions, REST APIs, and integrations with external systems, focusing on robust contact-center solutions and scalable architectures.

Qualifications

• Strong hands-on experience with Genesys Cloud CX.
• Genesys Cloud Architect.
• Inbound Call Flows.
• In-Queue Flows.
• Transfer and Disconnect flows.
• IVR design and implementation.
• ACD configuration.
• Queue configuration.
• Skills-based routing.
• Priority-based routing.
• Language-based routing.
• Authentication-aware routing.
• Queue selection.
• Overflow and fallback routing.
• Customer segmentation.
• Agent skills.
• Queue capacity.
• Service levels.

Responsabilités

• Design and architect complex Genesys Cloud CX solutions for enterprise call centers.
• Develop and optimize IVR and routing flows to improve service levels.
• Integrate data actions and external systems using REST/JSON APIs.
• Collaborate with cross-functional teams to deliver scalable contact-center architectures.

Connaissances

Genesys Cloud CX

Genesys Cloud Architect

IVR design

Call routing

ACD configuration

REST APIs

JSON

OAuth 2.0

Language routing

Outils

REST APIs

JSON

HTTP/HTTPS

OAuth 2.0

Description du poste

Wipro Limited, a leading technology services firm, is seeking a Lead/Solution Architect, Senior Genesys Cloud Engineers, Integration Engineer in the United States. The role emphasizes Genesys Cloud CX, IVR and call routing, with GCP, Python and Node.js as differentiators.

You will design and implement advanced routing, data actions, REST APIs, and integrations with external systems, focusing on robust contact-center solutions and scalable architectures.