Job Summary

8 to 10 years’ experience on Genesys Cloud CC

• Experience administrating and supporting PureCloud (Genesys Cloud).
• Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis.
• Exp in Genesys deployment.
• Exp in Inbound Call management.
• Exp in outbound call/Outbound Dialler management on Genesys PureCloud
• Experience in Genesys Pure cloud Contact Centre Solution design across Voice, Digital, AI/BOT, Network, Security, Integrations with Third Party tool.
• Experience with contact center technologies (e.g., ACD, call recordings, WFM etc.)
• Well versed with Omni-channel technologies
• Experienced in Genesys Pure cloud Developer tool.
• Expertise in Architect flows.
• Knowledge of Development Skills-Pure Cloud API’s
• Edge Server/Trunk Configuration, Network/Firewall/PBX Integration &  Agent Skill and Bullseye Routing, Email-Voicemail-Chat-Voice Queue Routing

• Hands-on delivery and solution experience with Contact Centre solution, Genesys Purecloud.
• IVR and ACD development experience
• Experience with scripting and APIs Integration – Spinsci
• Experience with AI/NLP engines - Google CCAI, Amazon Lex/Polly.
•  Call Routing and Scheduling Configuration
• Agent Skill and Bullseye Routing
• Email-Voicemail-Chat-Voice Queue Routing
• Cisco Cube SBC, and SIP skill require
• Good Understanding of Contact Centre business operations, processes & transaction flows
• Understand security requirements, industry specific compliance & certification requirements

Excellent verbal and written communication skills

Key Responsibilities

• Experience / exposure with other contact Centre solutions like UCCE and Avaya CM, Cisco CUCCM , Unity Avaya SM, Gateways and MTR working experience.
• Experience / exposure with leading CRM / case management solutions – Salesforce, MSD365, Oracle Peoplesoft, SAP  ServiceNow, Jira, Freshdesk etc.
• Experience with vendor evaluations, market analysis, vendor negotiations, vendor onboarding processes etc.

Skill Requirements

L3 Role Description: -

• Build and manage the offshore teams and direct all related People/ Process and Technology competencies.    

• Formalize internal process to ramp-up expertise of resources     

• Work with SDM on day to day operations.    

• Manage client relationship at multiple levels of customer organization    

• Manage service levels and go beyond contracted SLA and deliver value add     

• Vendor management • People Management and engagement (Attrition control).     

• Lead in the technology selection and organizational build-up efforts     

• Collaborate with Account management teams to qualify Business expansion opportunities.     

• Identify and manage infrastructure technical standards that are relevant to our customer     

• Produce and maintain the long-term technical architecture strategy and roadmaps, in collaboration with customers and vendors.     

• Secure infrastructure architecture compliance in HCL.     

• Drive research activities and keep updated on market trends.     

• Infrastructure architecture quality assurance and making sure that EA certification is performed in deliveries     

• Support the customer and co-workers with infrastructure architecture guidelines, frameworks, and also specific analysis and recommendations when needed.     

• Work with IT Security and Compliance team to define the security architecture concept that can support customers.     

• Support overall IT strategy with the relevant infrastructure architecture.     

• Define and monitor the application of architectural and technological guidelines, in order to make sure applications and services are “designed for operations”     

• Overall P&L responsibility.     

• Expansion of services to fill all gamut’s of infrastructure-increase breadth.     

• Focus on project opportunities and transformation initiatives    

• ITIL process definitions and implementation    

• Automation in service delivery    

• Resource management, Utilization and Billing     

• Management reporting     

• Conduct regular in depth service and process audits.     

• Employee retention, motivation and training     

• Focus on grooming people from L1 to L2, L2 to L3 within select timelines    

• Value add to customer - YOY by working closely with the Transformation and     

• Consulting group for Architecture gap assessment studies     

• Implementation of new technologies     

• Consolidation / Virtualization opportunities     

• Reduce business impact of outages     

• Cost savings through better solutions     

• Enhance operational efficiencies     

• Overall SLA management – Operation interaction with technologies Lead     

• Overall Service Owner    

• Overall Customer and Employee Satisfaction    

Other Requirements

Share updated CV with below required details at mhassan@hcl.com

• Full Name:
• Email ID:
• Contact number:
• Total experience:
• Current Payroll company:
• Current location:
• Preferred Job Locations:
• Notice period( Please specify LWD if serving notice), Immediate joiners are preferred:
• Please specify if any gap in between education and employment:
• Highest Fulltime education:
• University/institute name of Highest education:

Must have two major skill – Genesys Cloud CC and Cisco Cube