Track Lead - Cisco Contact Center
India
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Job Description
Track Lead - Cisco Contact Center
Gautam Buddha Nagar, Uttar Pradesh

Job Summary

Job Summary : Bot Developer

Job Description : • Job Location: Noida / Chennai/ Madurai/ Vijaywada• Work Model: Supports 24x7 global cont

Key Responsibilities

Job Responsibilities : • Design and develop voice and chat bots / virtual agents (IVA) integrated with Genesys Cloud CX. • Build and tune NLU/NLP models, intents, entities, and dialog flows for high containment and accuracy. • Integrate bots with backend systems via REST/SOAP APIs, data actions, and webhooks (CRM, ServiceNow, knowledge bases). • Implement conversational analytics, monitor bot performance, and iterate on flows to improve deflection and CSAT. • Collaborate with the Genesys architect and functional SME to align bot use cases with business requirements. • Support UAT, deployment, and hypercare; document flows, prompts, and integration specs.

Skill Requirements

Skill Requirement : • Hands-on bot/IVA development on Genesys Cloud CX (Genesys Dialog Engine / Bot Flows) and/or third-party bot platforms (Google Dialogflow, Amazon Lex, Microsoft Bot Framework). • Strong NLU/NLP design skills – intents, entities, slot filling, disambiguation. • API integration (REST/SOAP, JSON), data actions, and webhook development. • Scripting/programming (JavaScript, Python) and familiarity with speech (STT/TTS) tuning. • Understanding of omnichannel routing and how bots hand off to live agents.

Other Requirements

Other Requirement : • 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: 7–10 years overall with 3+ years in conversational AI / bot development.
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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.