Description

You will manage contact center transformation solutions and deployments. You will develop IVR and ACD workflows, implement solutions based on business operations, and ensure alignment with security and compliance standards.

Responsibilities

• Manage contact center transformation solutions and deployments.
• Collaborate with business, infrastructure, and corporate security functions to deliver scalable and secured solutions.
• Develop IVR and ACD workflows based on business processes and transaction flows.
• Ensure alignment with security requirements, industry-specific compliance, and certification standards.

Required Skills

• 5+ years of experience in contact center solution delivery and solution design.
• Hands-on experience with Genesys Cloud (Client Cloud).
• Practical experience with IVR and ACD development.
• Deep understanding of Client Cloud Developer APIs and their usage.
• Proficiency in JavaScript and NodeJS.
• Experience with AI/NLP engines such as Google CCAI or Amazon Lex/Polly.
• Knowledge of Cloud Computing and API integration.
• Strong verbal and written communication skills.

Preferred Skills

• Experience with Amazon Connect or Nice inContact.
• Exposure to CRM or case management tools like Salesforce, MSD365, ServiceNow, or Jira.

Key Skills

Education

Any Graduate