Track Manager - Cisco Contact Center

Job Description

Track Manager - Cisco Contact Center

Noida, Uttar Pradesh

Job Summary

Genesys Cloud

Key Responsibilities

8 to 10 years' experience on Genesys Cloud CC • Experience administrating and supporting PureCloud (Genesys Cloud). • Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis. • Exp in Genesys deployment. • Exp in Inbound Call management. • Exp in outbound call/Outbound Dialer management on Genesys PureCloud • Experience in Genesys Pure cloud Contact Centre Solution design across Voice, Digital, AI/BOT, Network, Security, Integrations with Third Party tool. • Experience with contact center technologies (e.g., ACD, call recordings, WFM etc.) • Well versed with Omni-channel technologies • Experienced in Genesys Pure cloud Developer tool. • Expertise in Architect flows. • Knowledge of Development Skills-Pure Cloud API's • Edge Server/Trunk Configuration, Network/Firewall/PBX Integration & Agent Skill and Bullseye Routing, Email-Voicemail-Chat-Voice Queue Routing • Hands-on delivery and solution experience with Contact Centre solution, Genesys Purecloud. • IVR and ACD development experience • Experience with scripting and APIs • Experience with AI/NLP engines - Google CCAI, Amazon Lex/Polly. • Call Routing and Scheduling Configuration • Agent Skill and Bullseye Routing • Email-Voicemail-Chat-Voice Queue Routing • SBC, Audio Codes and SIP skill require • Good Understanding of Contact Centre business operations, processes & transaction flows • Understand security requirements, industry specific compliance & certification requirements • Excellent verbal and written communication skills • Understanding of ITIL and ServiceNow • Genesys Cloud CX: Professional Certification • Nice to have Avaya or cisco voice experience.

Skill Requirements

Genesys Cloud

Other Requirements

NA

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.