Track Lead - Cisco Contact Center
India
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Job Description
Track Lead - Cisco Contact Center
Noida, Uttar Pradesh

Job Summary

Role Summary We are seeking an experienced Lead Developer - Genesys Cloud Contact Center to design, develop, integrate, and enhance customer engagement solutions on Genesys Cloud CX. This hands-on engineering role focuses on customer journey orchestration, omnichannel engagement, API integrations, automation, AI-enabled capabilities, and platform innovation while supporting global contact center implementations and regional compliance requirements. Key Responsibilities • Design and develop Genesys Cloud CX solutions including Architect Flows, Secure Flows, Bot Flows, Digital Bot Flows, Data Actions, and Workflows. • Configure and optimize routing strategies, queues, permissions, and customer journeys across voice and digital channels. • Develop integrations using Genesys Cloud APIs and enterprise platforms including Salesforce, Microsoft Dynamics 365, ServiceNow, identity providers, and middleware solutions. • Support AI-enabled capabilities including Bots, Conversational AI, Agent Copilot, Knowledge Optimization, and Predictive Routing. • Evaluate emerging Genesys Cloud capabilities, AI-powered features, Early Access/Beta releases, and platform innovations. • Assess AppFoundry, partner, and custom-built solutions based on functionality, cost, scalability, supportability, and business value. • Design solutions that comply with regional regulatory, privacy, security, and compliance requirements. • Support release management, platform governance, and configuration promotion across environments. • Provide technical leadership, mentor engineers, and collaborate across global teams and regions. Required Skills & Experience • 7+ years of contact center technology experience. • Strong hands-on experience with Genesys Cloud CX. • Expertise in Architect, Bot Flows, IVR/Self-Service, Routing, Data Actions, Workflow Automation, and Omnichannel Engagement. • Experience with Genesys Cloud APIs, REST APIs, JSON, OAuth, and event-driven integrations. • Experience integrating Salesforce, Microsoft Dynamics 365, ServiceNow, CRM platforms, and enterprise applications. • Strong understanding of contact center architecture, SIP telephony, PSTN, BYOC Cloud, carrier integrations, voice technologies, and digital engagement. • Experience supporting global contact center environments and regional compliance requirements. • Exposure to Amazon Connect or multi-platform cloud contact center environments is desirable.

Key Responsibilities

Role Summary We are seeking an experienced Lead Developer - Genesys Cloud Contact Center to design, develop, integrate, and enhance customer engagement solutions on Genesys Cloud CX. This hands-on engineering role focuses on customer journey orchestration, omnichannel engagement, API integrations, automation, AI-enabled capabilities, and platform innovation while supporting global contact center implementations and regional compliance requirements. Key Responsibilities • Design and develop Genesys Cloud CX solutions including Architect Flows, Secure Flows, Bot Flows, Digital Bot Flows, Data Actions, and Workflows. • Configure and optimize routing strategies, queues, permissions, and customer journeys across voice and digital channels. • Develop integrations using Genesys Cloud APIs and enterprise platforms including Salesforce, Microsoft Dynamics 365, ServiceNow, identity providers, and middleware solutions. • Support AI-enabled capabilities including Bots, Conversational AI, Agent Copilot, Knowledge Optimization, and Predictive Routing. • Evaluate emerging Genesys Cloud capabilities, AI-powered features, Early Access/Beta releases, and platform innovations. • Assess AppFoundry, partner, and custom-built solutions based on functionality, cost, scalability, supportability, and business value. • Design solutions that comply with regional regulatory, privacy, security, and compliance requirements. • Support release management, platform governance, and configuration promotion across environments. • Provide technical leadership, mentor engineers, and collaborate across global teams and regions. Required Skills & Experience • 7+ years of contact center technology experience. • Strong hands-on experience with Genesys Cloud CX. • Expertise in Architect, Bot Flows, IVR/Self-Service, Routing, Data Actions, Workflow Automation, and Omnichannel Engagement. • Experience with Genesys Cloud APIs, REST APIs, JSON, OAuth, and event-driven integrations. • Experience integrating Salesforce, Microsoft Dynamics 365, ServiceNow, CRM platforms, and enterprise applications. • Strong understanding of contact center architecture, SIP telephony, PSTN, BYOC Cloud, carrier integrations, voice technologies, and digital engagement. • Experience supporting global contact center environments and regional compliance requirements. • Exposure to Amazon Connect or multi-platform cloud contact center environments is desirable.

Skill Requirements

Role Summary We are seeking an experienced Lead Developer - Genesys Cloud Contact Center to design, develop, integrate, and enhance customer engagement solutions on Genesys Cloud CX. This hands-on engineering role focuses on customer journey orchestration, omnichannel engagement, API integrations, automation, AI-enabled capabilities, and platform innovation while supporting global contact center implementations and regional compliance requirements. Key Responsibilities • Design and develop Genesys Cloud CX solutions including Architect Flows, Secure Flows, Bot Flows, Digital Bot Flows, Data Actions, and Workflows. • Configure and optimize routing strategies, queues, permissions, and customer journeys across voice and digital channels. • Develop integrations using Genesys Cloud APIs and enterprise platforms including Salesforce, Microsoft Dynamics 365, ServiceNow, identity providers, and middleware solutions. • Support AI-enabled capabilities including Bots, Conversational AI, Agent Copilot, Knowledge Optimization, and Predictive Routing. • Evaluate emerging Genesys Cloud capabilities, AI-powered features, Early Access/Beta releases, and platform innovations. • Assess AppFoundry, partner, and custom-built solutions based on functionality, cost, scalability, supportability, and business value. • Design solutions that comply with regional regulatory, privacy, security, and compliance requirements. • Support release management, platform governance, and configuration promotion across environments. • Provide technical leadership, mentor engineers, and collaborate across global teams and regions. Required Skills & Experience • 7+ years of contact center technology experience. • Strong hands-on experience with Genesys Cloud CX. • Expertise in Architect, Bot Flows, IVR/Self-Service, Routing, Data Actions, Workflow Automation, and Omnichannel Engagement. • Experience with Genesys Cloud APIs, REST APIs, JSON, OAuth, and event-driven integrations. • Experience integrating Salesforce, Microsoft Dynamics 365, ServiceNow, CRM platforms, and enterprise applications. • Strong understanding of contact center architecture, SIP telephony, PSTN, BYOC Cloud, carrier integrations, voice technologies, and digital engagement. • Experience supporting global contact center environments and regional compliance requirements. • Exposure to Amazon Connect or multi-platform cloud contact center environments is desirable.

Other Requirements

Role Summary We are seeking an experienced Lead Developer - Genesys Cloud Contact Center to design, develop, integrate, and enhance customer engagement solutions on Genesys Cloud CX. This hands-on engineering role focuses on customer journey orchestration, omnichannel engagement, API integrations, automation, AI-enabled capabilities, and platform innovation while supporting global contact center implementations and regional compliance requirements. Key Responsibilities • Design and develop Genesys Cloud CX solutions including Architect Flows, Secure Flows, Bot Flows, Digital Bot Flows, Data Actions, and Workflows. • Configure and optimize routing strategies, queues, permissions, and customer journeys across voice and digital channels. • Develop integrations using Genesys Cloud APIs and enterprise platforms including Salesforce, Microsoft Dynamics 365, ServiceNow, identity providers, and middleware solutions. • Support AI-enabled capabilities including Bots, Conversational AI, Agent Copilot, Knowledge Optimization, and Predictive Routing. • Evaluate emerging Genesys Cloud capabilities, AI-powered features, Early Access/Beta releases, and platform innovations. • Assess AppFoundry, partner, and custom-built solutions based on functionality, cost, scalability, supportability, and business value. • Design solutions that comply with regional regulatory, privacy, security, and compliance requirements. • Support release management, platform governance, and configuration promotion across environments. • Provide technical leadership, mentor engineers, and collaborate across global teams and regions. Required Skills & Experience • 7+ years of contact center technology experience. • Strong hands-on experience with Genesys Cloud CX. • Expertise in Architect, Bot Flows, IVR/Self-Service, Routing, Data Actions, Workflow Automation, and Omnichannel Engagement. • Experience with Genesys Cloud APIs, REST APIs, JSON, OAuth, and event-driven integrations. • Experience integrating Salesforce, Microsoft Dynamics 365, ServiceNow, CRM platforms, and enterprise applications. • Strong understanding of contact center architecture, SIP telephony, PSTN, BYOC Cloud, carrier integrations, voice technologies, and digital engagement. • Experience supporting global contact center environments and regional compliance requirements. • Exposure to Amazon Connect or multi-platform cloud contact center environments is desirable.
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.