Track Lead - Cisco Contact Center
HCLTech
Noida, Uttar Pradesh, IndiaPosted about 1 month agoDiscoveredMatch locked
Full-time5+ years exp
Job Summary
Genesys CCaaS Functional SME
Job Location: Noida / Chennai/ Madurai/ Vijaywada • Work Model: Supports 24x7 global contact center operations; on-call / shift rotation for P1/P2 incidents. • Notice Period: Immediate to 30 days preferred. • Bachelor's degree in Engineering / Computer Science or equivalent. • Experience: 8-12 years with 5+ years as a Genesys functional/solution consultant. • Genesys Cloud CX certification (Professional - Architect) strongly preferred; ITIL Foundation desirable.
Key Responsibilities
Gather and analyse 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.
Skill 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.
Other Requirements
Job Location: Noida / Chennai/ Madurai/ Vijaywada • Work Model: Supports 24x7 global contact center operations; on-call / shift rotation for P1/P2 incidents. • Notice Period: Immediate to 30 days preferred. • Bachelor's degree in Engineering / Computer Science or equivalent. • Experience: 8-12 years with 5+ years as a Genesys functional/solution consultant. • Genesys Cloud CX certification (Professional - Architect) strongly preferred; ITIL Foundation desirable.
Not included in the source posting: about the role, benefits.
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