Senior Consultant/Architect - Genesys Contact Center Solution

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.).