Track Manager - CONTACT CENTER - GENESYS CLOUD, Voice / IVR-Others
Mexico
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Job Description
Track Manager - CONTACT CENTER - GENESYS CLOUD, Voice / IVR-Others
Others, Mexico City

Job Summary

This role is accountable for leading complex contact center operations leveraging Genesys Cloud and Voice/IVR technologies. The individual ensures operational excellence by driving process improvements, problem-solving, and achieving client SLAs, while empowering technical teams through expert guidance and strategic people management. The position plays a critical role in aligning technology solutions with business objectives and fostering innovation for continuous organizational advancement.

Key Responsibilities

1. Lead operational management and optimization of contact center platforms using Genesys Cloud and Voice/IVR technologies, ensuring robust service delivery and adherence to client SLAs.
2. Oversee integration initiatives involving SIP and third-party tools, ensuring seamless interoperability and high system availability.
3. Drive process improvements by analyzing operational workflows within Genesys Cloud, recommending automation and reporting enhancements for improved efficiency.
4. Mentor and guide technical teams in troubleshooting, incident management, and escalation handling within the Genesys Cloud environment.
5. Collaborate with stakeholders to capture evolving client requirements and translate them into actionable solutions using Genesys Cloud and integrated Voice/IVR systems.
6. Champion innovation by evaluating emerging features in Genesys Cloud and recommending adoption strategies to enhance contact center capabilities.
7. Ensure compliance with organizational policies and industry best practices in all Genesys Cloud and Voice/IVR operations.

Skill Requirements

1. Expert proficiency in CONTACT CENTER GENESYS CLOUD operations, configuration, and administration.
2. Excellent knowledge of Voice / IVR solutions and SIP protocol management within enterprise environments.
3. Advanced skills in integrating thirdparty tools with Genesys Cloud for enhanced functionality.
4. Strong understanding of process optimization, operational analytics, and SLAdriven service management.
5. Demonstrated expertise in leading technical teams and managing complex projects in contact center domains.
6. Advanced proficiency in troubleshooting, incident resolution, and root cause analysis for cloudbased communication systems.

Other Requirements

1. Genesys Cloud Certified Professional (Recommended)
2. ITIL Foundation Certification (Optional but valuable)
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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 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.