Genesys Cloud IVR
Wipro Limited (NYSE: WIT BSE: 507685 NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting design engineering and operations we help clients realize their boldest ambitions and build future-ready sustainable businesses. With over 230000 employees and business partners across 65 countries we deliver on the promise of helping our customers colleagues and communities thrive in an ever-changing world. For additional information visit us at .
Job Description
Do
ÃÂÃÂÃÂÃÂÃÂÃ Excellent communication skills
ÃÂÃÂÃÂÃÂÃÂÃ Ability to Empathize pacify and handle Irate Customers with Exceptional communication skills.
ÃÂÃÂÃÂÃÂÃÂÃ Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
ÃÂÃÂÃÂÃÂÃÂÃ Troubleshooting Windows Outlook Teams Citrix. VDI VPN Security App etc. over Remote Support
ÃÂÃÂÃÂÃÂÃÂÃ Answer incoming calls and respond to customerÃÂÃÂÃÂÃÂÃÂÃÂs emails in timely manner.
ÃÂÃÂÃÂÃÂÃÂÃ Manage and resolve customer complaints.
ÃÂÃÂÃÂÃÂÃÂÃ Identify and escalate issues to supervisors as and when needed.
ÃÂÃÂÃÂÃÂÃÂÃ Provide product and service information to customers.
ÃÂÃÂÃÂÃÂÃÂÃ Research required information using available resources and Offer Solution to customers.
ÃÂÃÂÃÂÃÂÃÂÃ Research identify and resolve customer complaints using applicable software.
ÃÂÃÂÃÂÃÂÃÂÃ Route calls and tickets to appropriate resources and Domains who can best support he user
ÃÂÃÂÃÂÃÂÃÂÃ Document all call information according to standard operating procedures.
ÃÂÃÂÃÂÃÂÃÂÃ Recognize document and alert the management team of trends in customer calls.
ÃÂÃÂÃÂÃÂÃÂÃ Create SOPs for new Issues and resolution given.
ÃÂÃÂÃÂÃÂÃÂÃ Complete call logs and reports.
Must-Have:
- Strong hands-on experience withGenesys Cloud CX and Architect
- IVR ACD queue and skills-based call routing
- Experience designing complex inbound/in-queue flows and routing logic
- GenesysData Actionsand REST API integrations JSON OAuth Postman
- Strong understanding of Architect expressions variables conditions and error handling
- Enterprise contact-center/IVR implementation experience
Preferred / Value-Add:
- GCPexperience particularly Cloud Functions/Cloud Run
- Python and/or
- Apigee Postman and Swagger/OpenAPI
- Git CI/CD and production troubleshooting
- Experience migrating or simplifying GCP-based IVR/routing solutions into Genesys Cloud
- Genesys Cloud certification is a plus
Lead/Solution Architect Senior Genesys Cloud Engineers Integration Engineer with QA responsibilities incorporated into the engineering team or an additional QA resource.
The key hiring criterion should bedeep Genesys Cloud Architect IVR and call-routing expertise. GCP Python and should be treated as differentiators rather than mandatory skills.
Detailed breakdown of skills
1. Genesys Cloud CX
- Strong hands-on experience with Genesys Cloud CX
- Genesys Cloud Architect
- Inbound Call Flows
- In-Queue Flows
- Transfer and Disconnect flows
- IVR design and implementation
- ACD configuration
- Queue configuration
- Skills-based routing
- Priority-based routing
- Bullseye/alternative routing
- Queue and agent routing configuration
- Business hours schedules and holidays
- Call treatment and error handling
- DTMF and voice interactions
- Callback and transfer scenarios
Mandatory Skills: Genesys Cloud Contact Center Admin.
Experience: 5-8 Years.
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them we need people inspired by reinvention. Of yourself your career and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
Employment Type : Full Time
Experience: years
Vacancy: 1