Job description
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
Required Experience and Skills
- Experience of working with Genesys Cloud CX.
- Experience of Routing, outbound and digital channels, workforce management, quality management, and API integrations.
- Experience with API integrations, OAuth, event notifications, and data actions.
- Strong understanding of telephony concepts, including SIP, SBCs, trunking, codecs, and call flows.
- Scripting experience (JavaScript or Python) is a plus.
- Familiarity with cloud platforms such as Microsoft Azure, AWS or Google Cloud.
- Knowledge of Agile/Scrum methodologies and practices.
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Key Responsibilities
- Design, configure, and implement solutions using Genesys Cloud CX, including routing, IVR flows, queues, user and role management, integrations, and analytics.
- Develop and maintain Architect flows for calls, chat, email, bots, as well as workforce and quality management setups.
- Integrate Genesys Cloud CX with CRM systems (Salesforce, ServiceNow, Dynamics365) and other platforms via APIs or web services.
- Optimize call flows, routing logic, analytics dashboards, and reporting to enhance customer experience and efficiency.
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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.