Genesys Cloud Contact Center Admin

Contract To Hire Position

About Company

Our client is prominent Indian multinational corporation specializing in information technology (IT), consulting, and business process services and its headquartered in Bengaluru with revenues of gross revenue of ₹222.1 billion with global work force of 234,054 and listed in NASDAQ and it operates in over 60 countries and serves clients across various industries, including financial services, healthcare, manufacturing, retail, and telecommunications. The company consolidated its cloud, data, analytics, AI, and related businesses under the tech services business line. Major delivery centers in India, including cities like Chennai, Pune, Hyderabad, and Bengaluru, kochi, kolkatta, Noida.

• Job Title

  : Genesys Cloud Contact Center Admin.

• Location

  : Pan India (Hybrid).

• Experience

  : 4+ Years.

• Job Type

  : Contract To Hire.

• Notice Period

  : Immediate Joiners.

• Payroll

  : People Prime World Wide Pvt Ltd.

• Client

  : MNC Client.

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Mandatory Skills [Panel Feed Back]

• Genesys Cloud Contact Center Admin.
• Contact Center.
• Genesys Cloud Admin Console (User/Role configuration, Routing setup, Queues, Architect call flows).
• Functional And System Testing.
• Test Management And Defect Tracking Tools (E.g., JIRA, ALM, TestRail).
• Troubleshooting.
• Excellent communication

Contract To Hire Position

Genesys Cloud Contact Admin

Required Skills & Experience:

• 4-5 years of professional experience in Testing and Administration in Genesys Cloud
• Contact Center environments.
• Hands-on experience with Genesys Cloud Admin Console (User/Role configuration,
• Routing setup, Queues, Architect call flows).
• Strong experience in functional and system testing of contact center solutions.
• Good understanding of telephony concepts (SIP, VolP, IVR, ACD, Routing, Call Recording).
• Familiarity with integrations (APIs, CRM systems, workforce management tools).
• Proficiency in test management and defect tracking tools (e.g., JIRA, ALM, TestRail).
• Strong troubleshooting skills for call routing, reporting, and system issues.
• Excellent communication and collaboration skills with ability to work in cross-functional teams.

Key Responsibilities:

• Perform functional, integration, regression, and UAT testing for Genesys Cloud Contact
• Center solutions.
• Validate and test routing strategies, call flows, IVR, chatbots, and digital channels within Genesys Cloud.
• Work with Genesys Cloud Admin Console to configure, test, and troubleshoot contact center features.
• Support test planning, test case design, test data creation, and execution.
• Conduct end-to-end testing for integrations between Genesys Cloud and third-party systems (e.g., CRM, Workforce Management, Analytics).
• Identify, document, and track defects using tools like JIRA/ALM.
• Collaborate with developers, business analysts, and administrators to ensure defects are resolved and retested.
• Perform validation for system performance, scalability, and reliability in the Genesys environment.
• Provide input for process improvements, automation opportunities, and test strategy optimization.

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1. Performance Parameter :

   Understanding the test requirements and test case design of the product

2. Measure :

   Ensure error free testing solutions, minimum process exceptions, 100% SLA compliance, # of automation done using VB, macros

3. Performance Parameter :

   Execute test cases and reporting

4. Measure :

   Testing efficiency & quality, On-Time Delivery, Troubleshoot queries within TAT, CSAT score.

Secondary skill

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Important Note:

• The Above Position Is Of For Contract To Hire.

• Payroll

  : People Prime

• Client

  : MNC Client

• Contract Period

  : Long Term Hiring [Down The Line You'll Be Converted To The Direct Payroll Of The MNC Client Itself].

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If You Are Interested In The Above Contract To Hire Position, Please Drop Your Updated CV's To

| | <<arunkumar.r@people-prime.com>> | |

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