Description

You will design, implement, and optimize complex contact center routing solutions within a global enterprise environment.

Responsibilities

• Design and manage contact center routing solutions using Genesys Cloud CX to optimize voice, chat, and email workflows.
• Integrate contact center solutions with CRM platforms and backend systems using APIs and middleware.
• Document technical requirements, solution designs, and integration workflows for development and QA teams.
• Analyze routing performance using monitoring tools and develop dashboards for real-time and historical tracking.
• Lead sprint planning, backlog grooming, and release management activities within an Agile framework.

Required Skills

• 5+ years of experience in enterprise contact center technologies.
• Expertise in Genesys Routing strategies, including ORS, URS, and GRE.
• Proficiency with API-based integrations including REST, SOAP, and Web Services.
• Strong SQL skills for data analysis and troubleshooting.
• Experience with reporting frameworks such as Tableau or Power BI.
• Hands-on experience with Jira and Confluence.
• Practical application of Agile project management methodologies.
• Ability to diagnose and debug issues in complex technical environments.

Preferred Skills

• Advanced knowledge of Genesys Cloud CX.
• Experience with speech analytics, Workforce Management (WFM), and AI-driven chatbots.
• Exposure to security frameworks such as PCI-DSS compliance.

Key Skills

Education

Any Graduate