Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Genesys Contact Center QM
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Job Summary: We are seeking an experienced Genesys Cloud CX Lead with good exposure on Design and Architecture to lead the support, design, architecture, and deployment of Genesys Cloud solutions for enterprise-level contact center environments. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging Genesys Cloud CX and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions. ________________________________________ Key Responsibilities: • Architect and Design Genesys Cloud CX Solutions: o Lead end-to-end architecture and solution design for Genesys Cloud deployments. o Translate business and functional requirements into scalable and maintainable technical solutions. o Align platform designs with compliance, security, and operational standards. • Implementation and Configuration: o Oversee the technical implementation of Genesys Cloud features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM. o Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases). • Platform Leadership and Governance: o Serve as the Subject Matter Expert (SME) for Genesys Cloud CX. o Define and enforce best practices in design, configuration, and deployment. o Participate in platform governance, change management, and solution lifecycle planning. • Mentorship and Collaboration: o Provide guidance, training, and mentoring to internal teams and stakeholders. o Collaborate with cross-functional teams such as security, network, platform engineering, and architecture. • Continuous Improvement: o Stay current with emerging Genesys Cloud features and industry trends. o Proactively recommend and implement improvements to optimize performance and customer experience. • Issue Management and Support: o Troubleshoot complex issues in production and staging environments. o Support escalation processes and provide hands-on technical support when needed. • Documentation and Compliance: o Maintain thorough documentation of architecture, designs, configurations, and change logs. o Ensure all solutions meet regulatory, security, and privacy standards. ________________________________________ Required Qualifications & Skills: • Education: o Bachelor’s degree in Computer Science, Engineering, Telecommunications, or related field, or equivalent work experience. • Experience: o Minimum 10 years of experience in contact center technologies. o At least 5+ years of hands-on experience with Genesys Cloud CX (formerly PureCloud). o Proven experience designing and deploying complex contact center solutions. o Migration experience from legacy platforms to Genesys Cloud CX. • Technical Skills: o Strong proficiency in Genesys Cloud Design, Administration, IVR design, call flows, and routing. o Knowledge with APIs, JSON, and JavaScript. o Knowledge of Genesys Workforce Engagement (WEM), Reporting/Analytics, Omnichannel (Chat, Email, SMS), and Bot integration. o Experience integrating with systems like Salesforce, ServiceNow, MS Dynamics, or other enterprise tools / 3rd party applications. o Understanding of SIP, WebRTC, and telephony standards. o Experience with CI/CD pipelines and DevOps practices is a plus. • Certifications: o Preferably Genesys Cloud Certified Professional o Additional certifications in cloud platforms or contact center solutions are a plus. • Soft Skills: o Excellent verbal and written communication skills. o Strong problem-solving skills and attention to detail. o Ability to work independently and in a globally distributed team environment. o Comfortable working in a matrixed organization structure. ________________________________________ Preferred Experience: • Experience in Solution Architect or technical lead role on enterprise-scale contact center projects. • Working knowledge of ITIL processes and Agile/Scrum methodologies. • Experience in Industry vertical such as healthcare, finance, or regulated industries is an advantage
Bengaluru
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