Senior Consultant / Architect - Genesys Contact Center

Location : Bengaluru / Hyderabad / Pune (Hybrid | 3 days onsite, 2 days remote)

IMMEDIATE JOINER

Experience : 8+ Years

Priority : High / Urgent

Compensation : Competitive/ Best in the Industry

Job Description :

We are seeking a seasoned Genesys Contact Center Expert with over 8 years of experience to design, implement, and optimize enterprise-grade contact center solutions. You will play a critical role in driving seamless customer experience architecture across our hybrid workplace environment.

Key Responsibilities :

- Architecture & Design : End-to-end design and deployment of Genesys Contact Center solutions.

- Implementation : Configure routing strategies, IVR development, and multi-channel communication workflows.

- Integration : Connect Genesys infrastructure with CRM systems, databases, and third-party APIs.

- Optimization : Troubleshoot complex platform issues, optimize voice/data quality, and ensure high availability.

- Mentorship : Guide junior engineers and collaborate with cross-functional cloud and infrastructure teams.

Mandatory Skills :

- Core Platform : 8+ years of deep technical expertise in Genesys Contact Center suites (Genesys Cloud CX or Genesys Engage).

- Routing & IVR : Advanced experience in Composer, Designer, Interaction Routing Designer (IRD), or Architect.

- Frameworks : Strong knowledge of SIP server, eServices, Info Mart, and Interactive Insights reporting.

- Integrations : Hands-on experience with REST/SOAP APIs, WebRTC, and CRM integrations (Salesforce, MS Dynamics, etc.).