Track Lead - Cisco Contact Center
Technology, Data & Digital · Software & Web Development · Software Engineering
In short
Responsibilities
- Gather and analyze business requirements; translate them into Genesys Cloud CX functional designs (routing, IVR, queues, skills, WFM).
- Own the functional configuration of omnichannel journeys (voice, email, chat, messaging) and customer experience flows.
- Define and maintain reporting, SLA/KPI dashboards, and operational metrics for the contact center.
- Act as functional bridge between client business SPOCs, agents, and the technical delivery team.
- Lead functional UAT, change validation, and continuous service improvement of CC journeys.
- Prepare functional documentation, runbooks, and end-user / agent training material.
Requirements
- Deep functional expertise in Genesys Cloud CX (PureCloud) – Architect flows, routing, queues, IVR/IVA, WFM, analytics.
- Strong grasp of contact center operations, omnichannel design, and CX best practices.
- Ability to define SLAs/KPIs and configure reporting/dashboards.
- Requirements gathering, functional documentation, and stakeholder management.
- Working knowledge of CRM (Dynamics 365) and ITSM (ServiceNow) integration touchpoints.
Desired Qualifications
- 8–12 years of experience with 5+ years as a Genesys functional/solution consultant.
- Genesys Cloud CX certification (Professional – Architect) strongly preferred.
- ITIL Foundation desirable.
- Bachelor’s degree in Engineering / Computer Science or equivalent.
Benefits
- Supports 24x7 global contact center operations
- On-call / shift rotation for P1/P2 incidents.
Skills
About HCLTech
Supercharging progress through technology and innovation
HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…
Company
HCLTechJob Posted
2 days ago
Employment Type
Full Time
Work mode
On Site
Experience Level
Senior
Locations
Vijayawada, India
Noida, India
Chennai, India
Madurai, India
Qualification
Applicants
Be an early applicant
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