Manager - Genesys Cloud Implementation

KolkataFull Time
BUSINESS ANALYST CLOUD MIGRATION CLOUD PLATFORMS (AWS AZURE GCP) GENESYS CLOUD CERTIFICATIONS GENESYS CLOUD CX (PURECLOUD) IVR DESIGN & CALL ROUTING STRATEGIES
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Job description

Job Title: Genesys Cloud Implementation Specialist – India (PAN India)
Job Description:
Job Overview
We are seeking a highly experienced Genesys Cloud Implementation Specialist with 12 to 18 years of experience in contact centre technologies. The ideal candidate will have strong expertise in designing, deploying, and managing Genesys Cloud CX solutions, including integrations with enterprise systems and omnichannel contact centre platforms. This role demands a strategic thinker with hands-on technical skills and proven leadership in enterprise-level deployments.

Key Responsibilities
·         Lead end-to-end implementation and configuration of Genesys Cloud CX (PureCloud) solutions.
·         Design and optimize IVR flows, call routing, and digital channel strategies (chat, email, SMS, etc.).
·         Collaborate with business stakeholders, solution architects, and cross-functional teams to define technical requirements and deployment plans.
·         Integrate Genesys Cloud with CRM systems (e.g., Salesforce, Microsoft Dynamics), workforce management tools, and third-party APIs.
·         Provide architectural and operational guidance throughout the implementation lifecycle.
·         Mentor junior engineers and provide leadership in solution delivery and troubleshooting.
·         Ensure security, scalability, compliance, and performance best practices are followed.
·         Document solution designs, test plans, configurations, and standard operating procedures.
·         Act as a technical point of contact for escalations and issue resolution.
·         Stay updated with the latest features and best practices in the Genesys Cloud ecosystem.

Skills & Attributes
·         Expertise in Genesys Cloud CX (PureCloud) architecture, deployment, and configuration
·         Strong knowledge of telephony systems – SIP, VoIP, voice gateways
·         Experience with IVR scripting, call routing logic, and queue management
·         Experience with cloud platforms like AWS, Azure (preferred)
·         Scripting & automation skills – JavaScript, Python, PowerShell
·         Solid understanding of networking, firewalls, TLS, VPNs, and security protocols
·         Experience with Agile / DevOps delivery methodologies

Skills Required
Manager - Genesys Cloud Implementation
IT Services & Consulting
IT-Software
Bachelor Degree
Full Time, Permanent
Key Skills
  • BUSINESS ANALYST
  • CLOUD MIGRATION
  • CLOUD PLATFORMS (AWS
  • AZURE
  • GCP)
  • GENESYS CLOUD CERTIFICATIONS
  • GENESYS CLOUD CX (PURECLOUD)
  • IVR DESIGN & CALL ROUTING STRATEGIES
Other Information
GO/JC/796/2025
Priya Srinivasan

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