Senior Manager

EXL Service -
Pune, Maharashtra

Apply Now

Job details

Full-time
8 days ago

Qualifications

Salesforce
Engineering
Master's degree
IVR
Sentiment analytics
Bachelor's degree
REST
APIs
Communication skills

Full job description

Job Description: Looking for a Senior Genesys Cloud Implementation Developers to design, implement, and optimize contact center solutions on Genesys Cloud CX. This role combines strong Genesys Cloud implementation expertise with customer-facing consulting and solution delivery responsibilities. The role works closely with Architects, BAs, and business stakeholders to ensure delivery of voice, digital channels, workforce engagement, and data pipelines aligned with business objectives, compliance, and reporting needs.

Responsibilities: Lead end-to-end implementation of Genesys Cloud CX solutions to deliver seamless omnichannel customer experiences across voice and digital channels.

Design and build IVR, ACD, and Architect flows, routing strategies, queues, and outbound campaigns aligned with business requirements. Lead design discussions with clients and oversee the build team to ensure on-time delivery.

Design and configure Quality Management (QM) capabilities, including call recording, screen recording, evaluation forms, calibration workflows, and compliance-driven recording policies.

Implement Workforce Management (WFM) solutions, including forecasting, scheduling, intraday management, adherence monitoring, and integration with agent schedules and queues.

Configure agent scripting and guided workflows within Genesys Cloud to support consistent customer handling, compliance, and agent productivity.

Hands-on experience with bot integrations such as Google Dialogflow, including intent handling, understanding of NLU concepts, sentiment analysis, and bot-to-agent handoff.

Configure, manage, and troubleshoot telephony components such as SIP trunks, inbound and outbound routing, sites, dial plans, number configurations, and SBC connectivity.

Integrate Genesys Cloud with CRM systems (such as Salesforce, Dynamics, or custom CRMs), ticketing tools, and third-party platforms using native connectors, REST APIs, and event-driven integrations.

Design and implement data flows from Genesys Cloud into data warehouses such as Snowflake for advanced reporting, analytics, and downstream consumption.

Collaborate with Architects, Project Managers, and cross-functional stakeholders to deliver projects within agreed scope, timelines, and budget.
Provide post-go-live support, including incident resolution, performance tuning, and continuous improvement of call flows, digital journeys, and workforce configurations.
Enable reporting and analytics by working with ACD, queue, QM, and WFM metrics and integrating with advanced analytics or BI platforms as required.
Document solution designs, configurations, deployment checklists, and operational procedures for internal teams and client handover.
Demonstrate excellent communication skills with the ability to gather requirements, lead technical discussions, and present solutions to both technical and business stakeholders.

Qualifications: Bachelor's/Master's in Engineering 5-8 years

Apply Now

Jobseeker tools

Employer Tools

Browse

Stay Connected