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

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.
Apply now
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.