Track Manager - Cisco Contact Center at HCLTech · Noida

Job Summary

We are seeking an experienced Lead Developer - Genesys Cloud Contact Center to design, develop, integrate, and enhance customer engagement solutions on Genesys Cloud CX. This hands-on engineering role focuses on customer journey orchestration, omnichannel engagement, API integrations, automation, AI-enabled capabilities, and platform innovation while supporting global contact center implementations and regional compliance requirements.

Key Responsibilities

Key Responsibilities • Design and develop Genesys Cloud CX solutions including Architect Flows, Secure Flows, Bot Flows, Digital Bot Flows, Data Actions, and Workflows. • Configure and optimize routing strategies, queues, permissions, and customer journeys across voice and digital channels. • Develop integrations using Genesys Cloud APIs and enterprise platforms including Salesforce, Microsoft Dynamics 365, ServiceNow, identity providers, and middleware solutions. • Support AI-enabled capabilities including Bots, Conversational AI, Agent Copilot, Knowledge Optimization, and Predictive Routing. • Evaluate emerging Genesys Cloud capabilities, AI-powered features, Early Access/Beta releases, and platform innovations. • Assess AppFoundry, partner, and custom-built solutions based on functionality, cost, scalability, supportability, and business value. • Design solutions that comply with regional regulatory, privacy, security, and compliance requirements. • Support release management, platform governance, and configuration promotion across environments. • Provide technical leadership, mentor engineers, and collaborate across global teams and regions.

Skill Requirements

Required Skills & Experience • 7+ years of contact center technology experience. • Strong hands-on experience with Genesys Cloud CX. • Expertise in Architect, Bot Flows, IVR/Self-Service, Routing, Data Actions, Workflow Automation, and Omnichannel Engagement. • Experience with Genesys Cloud APIs, REST APIs, JSON, OAuth, and event-driven integrations. • Experience integrating Salesforce, Microsoft Dynamics 365, ServiceNow, CRM platforms, and enterprise applications. • Strong understanding of contact center architecture, SIP telephony, PSTN, BYOC Cloud, carrier integrations, voice technologies, and digital engagement. • Experience supporting global contact center environments and regional compliance requirements. • Exposure to Amazon Connect or multi-platform cloud contact center environments is desirable. Preferred Qualifications • Genesys Cloud CX Certifications. • Experience delivering global Genesys Cloud CX implementations, migrations, or modernization initiatives. • Experience with AI-enabled customer engagement solutions and AppFoundry ecosystem technologies. • Experience participating in Genesys Cloud Early Access, Beta, or Preview programs. • Familiarity with Genesys Cloud Analytics and reporting.

Other Requirements

Required Skills & Experience • 7+ years of contact center technology experience. • Strong hands-on experience with Genesys Cloud CX. • Expertise in Architect, Bot Flows, IVR/Self-Service, Routing, Data Actions, Workflow Automation, and Omnichannel Engagement. • Experience with Genesys Cloud APIs, REST APIs, JSON, OAuth, and event-driven integrations. • Experience integrating Salesforce, Microsoft Dynamics 365, ServiceNow, CRM platforms, and enterprise applications. • Strong understanding of contact center architecture, SIP telephony, PSTN, BYOC Cloud, carrier integrations, voice technologies, and digital engagement. • Experience supporting global contact center environments and regional compliance requirements. • Exposure to Amazon Connect or multi-platform cloud contact center environments is desirable. Preferred Qualifications • Genesys Cloud CX Certifications. • Experience delivering global Genesys Cloud CX implementations, migrations, or modernization initiatives. • Experience with AI-enabled customer engagement solutions and AppFoundry ecosystem technologies. • Experience participating in Genesys Cloud Early Access, Beta, or Preview programs. • Familiarity with Genesys Cloud Analytics and reporting.