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 230,000 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 www.wipro.com.

Job Description

Do

• Excellent communication skills
• Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
• Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
• Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
• Answer incoming calls and respond to customer’s emails in timely manner.
• Manage and resolve customer complaints.
• Identify and escalate issues to supervisors as and when needed.
• Provide product and service information to customers.
• Research required information using available resources and Offer Solution to customers.
• Research, identify, and resolve customer complaints using applicable software.
• Route calls and tickets to appropriate resources and Domains who can best support he user,
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Create SOPs for new Issues and resolution given.
• Complete call logs and reports.

͏

͏

͏

͏

Must-Have:

• Strong hands-on experience with Genesys Cloud CX and Architect
• IVR, ACD, queue and skills-based call routing
• Experience designing complex inbound/in-queue flows and routing logic
• Genesys Data Actions and 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:

• GCP experience, particularly Cloud Functions/Cloud Run
• Python and/or Node.js
• 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 be deep Genesys Cloud Architect, IVR and call-routing expertise. GCP, Python and Node.js 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.