SME - Cisco Contact Center
Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · Molnteknik
I korthet
We are looking for an experienced Lead Developer - Genesys Cloud Contact Center to design, develop, integrate, and enhance customer engagement solutions on Genesys Cloud CX. This role involves working with customer journey orchestration, omnichannel engagement, API integrations, automation, and AI-enabled capabilities, while also supporting global contact center implementations and regional compliance requirements. The position requires strong hands-on experience with Genesys Cloud CX, its APIs, and various enterprise platforms.
Ansvarsområden
- 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.
Krav
- 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.
- Genesys Cloud CX Certifications (preferred).
- Experience delivering global Genesys Cloud CX implementations, migrations, or modernization initiatives (preferred).
- Experience with AI-enabled customer engagement solutions and AppFoundry ecosystem technologies (preferred).
- Experience participating in Genesys Cloud Early Access, Beta, or Preview programs (preferred).
- Familiarity with Genesys Cloud Analytics and reporting (preferred).
Förmåner
- 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.
- Global technology company with over 223,000 people across 60 countries.
- Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
- Broad portfolio of technology services and products.
- 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 June 2026 totaled $14.8 billion.
#Genesys Cloud CX#Contact Center#Lead Developer#Noida#India
Företag
HCLTech
Publicerade jobb
för 3 veckor sedan
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Senior
Platser
Noida, India
Sökande
Ansök tidigt