The Job

Senior Administrator - Cisco Contact Center

Technology, Data & Digital · Software & Web Development · Software Engineering · Web Development

Join for updates

In short

We are seeking a Senior Administrator with experience in Genesys Cloud (PureCloud) to provide day-to-day support, proactive maintenance, and complex troubleshooting for IVR systems. This role involves design, deployment, and solutioning across voice, digital, AI, network, and security aspects of the contact center, including integrations with third-party tools.

Responsibilities

  • Administer and support PureCloud (Genesys Cloud).
  • Provide day-to-day support, proactive maintenance, and perform independent complex IVR system troubleshooting.
  • Perform root-cause analysis.
  • Experience in Genesys deployment.
  • Manage Inbound and Outbound Call management, including Outbound Dialler management on Genesys PureCloud.
  • Design Genesys Pure cloud Contact Centre Solution across Voice, Digital, AI/BOT, Network, Security, and Integrations with Third-Party tools.
  • Utilize contact center technologies (e.g., ACD, call recordings, WFM etc.).
  • Work with Omni-channel technologies.
  • Utilize Genesys Pure cloud Developer tools.
  • Expertise in Architecting flows.
  • Develop using Pure Cloud APIs.
  • Configure Edge Servers/Trunk, Network/Firewall/PBX Integration, Agent Skill and Bullseye Routing.
  • Configure Email-Voicemail-Chat-Voice Queue Routing.
  • Provide hands-on delivery and solution experience with Contact Centre solutions, specifically Genesys Purecloud.
  • Develop IVR and ACD solutions.
  • Experience with scripting and APIs Integration – Spinsci.
  • Experience with AI/NLP engines - Google CCAI, Amazon Lex/Polly.
  • Configure Call Routing and Scheduling.
  • Understand Contact Centre business operations, processes & transaction flows.
  • Understand security requirements, industry-specific compliance & certification requirements.

Requirements

  • Experience administrating and supporting PureCloud (Genesys Cloud).
  • Experience in Genesys deployment.
  • Experience in Inbound Call management.
  • Experience in outbound call/Outbound Dialler management on Genesys PureCloud.
  • Experience in Genesys Pure cloud Contact Centre Solution design across Voice, Digital, AI/BOT, Network, Security, Integrations with Third Party tool.
  • Experience with contact center technologies (e.g., ACD, call recordings, WFM etc.).
  • Well versed with Omni-channel technologies.
  • Experienced in Genesys Pure cloud Developer tool.
  • Expertise in Architect flows.
  • Knowledge of Development Skills-Pure Cloud API’s.
  • Edge Server/Trunk Configuration, Network/Firewall/PBX Integration & Agent Skill and Bullseye Routing, Email-Voicemail-Chat-Voice Queue Routing.
  • Hands-on delivery and solution experience with Contact Centre solution, Genesys Purecloud.
  • IVR and ACD development experience.
  • Experience with scripting and APIs Integration – Spinsci.
  • Experience with AI/NLP engines - Google CCAI, Amazon Lex/Polly.
  • Call Routing and Scheduling Configuration.
  • Agent Skill and Bullseye Routing.
  • Email-Voicemail-Chat-Voice Queue Routing.
  • Cisco Cube SBC, and SIP skill require.
  • Good Understanding of Contact Centre business operations, processes & transaction flows.
  • Understand security requirements, industry specific compliance & certification requirements.
  • Excellent verbal and written communication skills.

Desired Qualifications

  • Experience with contact center technologies (e.g., ACD, call recordings, WFM etc.).
  • Well versed with Omni-channel technologies.
  • Knowledge of Development Skills-Pure Cloud API’s.
  • Good Understanding of Contact Centre business operations, processes & transaction flows.
  • Understand security requirements, industry specific compliance & certification requirements.

Benefits

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
#Cisco#Contact Center#Genesys Cloud#Administrator#Noida
HCLTech Logo

Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

Noida, India

Applicants

Be an early applicant