Senior Architect-Genesys Pure Cloud

Job Description:

Job Title: Senior Architect - Genesys Pure Cloud

Salary: As per Market Standards

Work Mode: Bangalore(BTM Layout)

Timings: 10 AM - 7 PM (IST)

Role: Professional Services Team Member for Genesys Pure Cloud Contact Center
Objective: Design custom solutions and enhance features within the Genesys Pure Cloud platform.

Relevant Work Experience:

• 7-8 years of experience in Solution Design, Software Development (Java/J2EE), Web Services (SOAP & REST), CTI, Dashboard Design on Genesys Pure Cloud, Salesforce Open CTI and Lightning Development, IVR & Payment Gateway Integration.

Major Activities:

• Custom Solution Design for new feature innovation and design approach.

• IVR Call Flow Development, CTI Integration, Chat Bot Development.

• API Integration for reading and uploading data.

• Conducting Analysis/Feasibility Studies and preparing Scope of Work.

Requisite Skills & Expertise:

• Strong design skills within the contact center environment (Genesys Pure Cloud).

• Implementing an engineering mindset for addressing new customer requests.

• Technologies: Java/J2EE, SQL-Server, Open CTI, Salesforce Integration, ServiceNow Integration, Custom CRM Integrations.

• Understanding of Web Services (REST), Contact Center Solutions, XML, CRM & Payment Gateway Applications.

• Experience in Self-Service IVR Development and Speech-Enabled IVR.

• Experience in Voice/Chat Bot development.

• Experience with IVR Integration with backend systems like CRM or REST API-based integrations.

• Experience in creating customized agent desktops/screens.

• Hands-on experience with cloud-based contact centers.

Technical Skills:

• Genesys Pure Cloud, Amazon Lex, S3, Python, SQL-Server, CTI Development.

• Familiar with Web Services (SOAP & REST), XML/VXML/CXML.

• CRM Applications (Salesforce, ServiceNow, and others).

• Payment Gateway Integration knowledge.

• AWS Lambda function creation is a plus.

Functional Expertise:

• Strong understanding of IVR and CTI applications in Genesys Pure Cloud Contact Center solutions.

• Customer Management experience.

Behavioral Skills:

• Customer-Centric and People-Centric approach.

• Strong Business Acumen.

• Ability to withstand pressure when handling projects.

• Excellent Analytical/Logical Thinking.

• Quick learner with good written and communication skills.

• Strong customer support capabilities.

Essential Qualifications:

• BE/B. Tech (Computer Science or Telecommunication) / MCA.

Note: Candidates have to work from the Bangalore location for one month initially and then it will be remote.