Genesys Cloud Lead Developer

ZEISS in India

ZEISS in India is headquartered in Bengaluru and present in the fields of Industrial Quality Solutions, Research Microscopy Solutions, Medical Technology, Vision Care and Sports & Cine Optics.

ZEISS India has 3 production facilities, R&D center, Global IT services and about 40 Sales & Service offices in almost all Tier I and Tier II cities in India. With 2200+ employees and continued investments over 25 years in India, ZEISS success story in India is continuing at a rapid pace.

Further information at ZEISS India .

About the Role:

As a Technical Support Engineer for contact center solutions at ZEISS, youll play a central role in ensuring the seamless operation of our contact center environment. Your responsibilities will include:

Technical Expertise:

• Having good experience of developing IVR voice/digital flow/bot flows using Genesys Cloud Architect tool.
• Having basic understanding of Technical skill in java or python and familiarity with API and Web service.
• Utilizing your hands-on experience with the Genesys Cloud application interface to troubleshoot issues effectively.
• Identifying and resolving user and network issues related to Genesys Cloud CX.
• Demonstrating a strong technical understanding of Genesys Cloud CX software, including its architecture and integration with other systems.
• Continuous maintenance and support of multiple Genesys Cloud instances, configuring queues, managing user roles, and handling all available contact center features to optimize system performance.
• Leveraging your knowledge of the Genesys workforce management tools to support our contact center managers with new WFM implementations.
• Good understanding of reporting capabilities, data handling, API s and PowerBi.
• Familiarity with CRM systems like SFDC and SAP, as well as ticket handling tools like ITSM.
• Providing technical assistance to end users across various channels including voice, email, chat, and social media.

Collaboration and Support:

• Collaborating with development teams to implement software updates and resolve technical issues.
• Training new users on Genesys Cloud CX software and providing ongoing support.
• Monitoring system performance and proactively identifying and addressing potential issues.
• Working closely with other IT team members to ensure system stability.
• Maintaining up-to-date documentation on Genesys Cloud CX software and related processes.

Development related skills:

• Good to have knowledge of design, develop, and implement Contact Center IVR applications on the Genesys Cloud platform.
• Experience in API integrations in Genesys Cloud
• Experience on design and building chatbots.
• Experience with Genesys APIs and integrations with CRM solution
• Experience with Genesys Cloud implementations and migrations on a global scale

Non-Technical Requirements:

• Location: Bangalore
• Total Experience: 8 to 10 years in Genesys contact center domain.
• Minimum 5 to 7 years of development experience in Genesys cloud.
• Strong technical and English communication skills.
• Flexibility to work in any time zone.
• Willingness to participate in on-call rotations for 24/7 support.

• Good to have knowledge of design, develop, and implement Contact Center IVR applications on the Genesys Cloud platform.
• Experience in API integrations in Genesys Cloud
• Experience on design and building chatbots.
• Experience with Genesys APIs and integrations with CRM solution
• Experience with Genesys Cloud implementations and migrations on a global scale

Your ZEISS Recruiting Team: