LEAD ADMINISTRATOR L1

Wipro; Louisville (KY); On-site; USD 60,000 - 135,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Genesys Cloud CX

Genesys Cloud Architect

IVR design

Call routing

ACD configuration

REST APIs

JSON

OAuth 2.0

Language routing

Tools

REST APIs

JSON

HTTP/HTTPS

OAuth 2.0

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

Lead/Solution Architect, Senior Genesys Cloud Engineers, Integration Engineer

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.

Genesys Cloud CX

• 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

Genesys Architect – Advanced

• Conditional routing
• Complex decision logic
• Variables and collections
• Architect expressions
• Call attributes
• ANI/DNIS-based routing
• Customer/member attributes
• Product/service-based routing
• Language-based routing
• Authentication-aware routing
• Queue selection
• Priority management
• Business-rule-based routing
• Overflow and fallback routing

IVR & Call Routing

Strong understanding of enterprise contact-center routing concepts, including:

• IVR call flows
• ACD
• Skills-based routing
• Queue-based routing
• Priority routing
• Language routing
• Customer segmentation
• Agent skills
• Queue capacity
• Service levels
• Overflow routing
• After-hours routing

Genesys Data Actions & API Integration

Strong experience with:

• Genesys Cloud Data Actions
• REST APIs
• JSON
• HTTP/HTTPS
• API authentication
• OAuth 2.0
• API request/response handling
• Error and timeout handling
• External system lookups
• Routing decisions based on API responses

Mandatory Skills: Genesys Cloud Contact Center Admin.Experience: 5-8 Years.The expected compensation for this role ranges from $60,000 to $135,000 .Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.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.