onsite
Track Manager - Contact Center - Genesys Cloud, Voice / IVR - HCLTech
Software Engineer
Lead the design, implementation, and optimization of a cloud‑native contact center using NICE CXone and Genesys Cloud, focusing on IVR, intelligent routing, and CRM integration to deliver scalable, high‑performance omnichannel experiences.
About the role
Key Responsibilities
- Architect, configure, and deploy NICE CXone and Genesys Cloud solutions to meet business objectives.
- Design and implement IVR flows, intelligent routing, and omnichannel experiences that drive customer satisfaction.
- Integrate contact center platforms with CRM and other enterprise systems using APIs and scripting.
- Optimize performance, scalability, and reliability of the CCaaS environment.
- Collaborate with stakeholders to translate business requirements into technical specifications and deliverables.
Requirements
- Proven experience as a NICE CXone Administrator, Engineer, or Developer.
- Strong scripting skills (JavaScript, Python, or similar) for custom integrations.
- Hands‑on experience with Genesys Cloud and omnichannel routing concepts.
- Deep understanding of cloud‑native contact center architecture and best practices.
- Excellent communication and problem‑solving abilities.
Skills
javascriptawsazureservicenowdynamics 365voipsipsalesforce