Genesys Contact Center Admin
Wipro
Key Responsibilities
Design, configure, and implement solutions using Genesys Cloud CX , including routing, IVR flows, queues, user and role management, integrations, and analytics. Develop and maintain Architect flows for calls, chat, email, bots, as well as workforce and quality management setups. Integrate Genesys Cloud CX with CRM systems (Salesforce, ServiceNow, Dynamics365 ) and other platforms via APIs or web services. Optimize call flows, routing logic, analytics dashboards, and reporting to enhance customer experience and efficiency.
Required Experience and Skills Experience of working with Genesys Cloud CX . Experience of Routing , outbound and digital channels, workforce management, quality management, and API integrations . Experience with API integrations , OAuth, event notifications, and data actions. Strong understanding of telephony concepts, including SIP, SBCs, trunking, codecs, and call flows . Scripting experience (JavaScript or Python) is a plus. Familiarity with cloud platforms such as Microsoft Azure, AWS or Google Cloud. Knowledge of Agile/Scrum methodologies and practices.
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