Genesys Cloud Contact Center Administrator

Greetings from Maneva!

Job Description

Job Title - Genesys Cloud Contact Center Administrator

Experience - 5- 10 Years

Location - PAN India

Notice - Immediate Joiner

Requirement:-

We are seeking an experienced Genesys Cloud Engineer to design implement and optimize contact center solutions using Genesys Cloud. The ideal candidate will demonstrate expertise in architecting inbound call flows and in-queue flows as well as configuring and supporting advanced Genesys Cloud features to deliver seamless customer experiences.

Key Responsibilities:

* Implement inbound call flows and in-queue flows using Genesys Cloud Architect.

* Develop and manage Data Actions Data Tables and Triggers to enable dynamic and data-driven workflows.

* Configure and maintain Queues Skills Wrap Up Codes Prompts and Voicemail Groups.

* Design and deploy Scripts for agent guidance and customer interaction.

* Establish and manage Emergency Groups and implement Schedule Changes to

ensure business continuity.

* Track and report Flow Outcomes for continuous improvement of contact center

Operations.

* Develop Common Modules for reusability across call flows.

* Implement Secure Call Flows to safeguard sensitive customer information

* Collaborate with stakeholders to gather requirements and translate them into

effective Genesys Cloud solutions.

* Provide technical guidance and support for ongoing platform enhancements and

troubleshooting.

* Utilize Azure DevOps to manage and document stories and features ensuring clear requirements acceptance criteria and alignment with project objectives.

* Utilize ServiceNow for incident request and change management within the ITSM framework.

* Demonstrate familiarity with CAB (Change Advisory Board) change request

processes including submission review and implementation of changes to

production environments.

* Willingness to participate in after-hours on-call support as needed to ensure system stability and rapid issue resolution.

Required Qualifications:

* Proven experience architecting and deploying Genesys Cloud solutions including inbound and in-queue call flows.

* Strong knowledge of Data Actions Data Tables Triggers Queues Skills Wrap Up Codes Prompts Voicemail Groups Scripts Emergency Groups Schedule Changes Flow Outcomes Common Modules and Secure Call Flows.

* Experience with Azure DevOps for CI/CD pipelines project management

automation and work item tracking (stories and features).

* Experience with ServiceNow for IT service management and change control.

* Familiarity with CAB change request processes and procedures.

* Ability to work independently and as part of a cross-functional team.

* Excellent problem-solving and communication skills.

* Willingness to be on call after hours for support as required.

Preferred Certifications:

* Genesys Cloud CX Professional.

* Genesys Cloud CX: Architect.

If you are excited to grab this opportunity please apply directly or share your CV atand