Must Have Technical/Functional Skills * Bachelor's degree preferred. * Genesys Certified Professional Certification highly preferred. * Cisco Contact Center Certification (or related) * Minimum 3 years of experience working on Genesys Cloud/Pure Cloud Contact Center platform. * Knowledge in IVR, Data tables, Call flow, emergency, Change, and Problem Management. * Knowledge to design and develop complex call flows (Inbound, In-Queue, Outbound, Advanced ACD Routing, Data Tables, Integrations with Data Actions) * Experience in Genesys Dialog engines and BOT flow development • 3rd party integrations- Salesforce, e911, CCSP. o Ability to control or lead conversations with various support groups * . • Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization. * • Strong cross technical background with proven troubleshooting skills Experience Required • Typically, 3-4 years of experience working with Genesys cloud. * Contact Center Solutions: Extensive experience in designing, implementing, and managing contact center services. * System Integration: Proven experience in integrating Genesys cloud with other enterprise system. * Genesys Cloud: Hands on experience with Genesys cloud architecture, API's & tools * Experience providing technical support & troubleshooting for Genesys cloud or similar systems. * Experience working in industries that heavily rely on contact centers, such as telecommunications, customer service, finance or healthcare etc Roles & Responsibilities Responsibilities - * Genesys Cloud Development: Lead the development and configuration of Genesys cloud solutions. * Configure, troubleshoot & support various Omnichannel Telephony platforms. * Transition, Migration & Support of Enterprise Contact Center * Operations support for Enterprise Contact Center (Genesys Cloud) * Review & critique HLDs and LLDs * The role requires extensive client & vendor management. * Work closely with cross-functional teams to define and implement call center and UC strategies, ensuring efficient use of resources and optimal customer experience. * Role requires significant interaction and collaboration with customers, other engineering groups, product, planning, operations, IT organizations, vendor development and support groups, as needed. * Introduce prevalent industry best practices and processes. Generic Managerial Skills * Team Leadership * Decision making * Project Planning * Effective Communication, * Vendor Management * Mentoring/Training skills Salary Range: $80,000-$110,000 a year TCS Employee Benefits Summary: Discretionary Annual Incentive. Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support: Maternal & Parental Leaves. Insurance Options: Auto & Home Insurance, Identity Theft Protection. Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. #LI-SP1