Manager - Customer Interaction Suite

Position Overview

We are seeking a talented and driven developer to join the Engineering Team within the CCS Customer Interaction Suite Unit at Tata Communications Limited. This role offers an exciting opportunity to work in a fast-paced, innovative environment focused on delivering customized solutions for contact center platforms.

The ideal candidate will collaborate closely with the Contact Center team to develop tailored client requirements on Genesys Cloud CX1/2/3, with additional experience in NICE CXone being highly desirable. Success in this role requires a strong understanding of contact center technologies, excellent hands-on development expertise, and the ability to engage directly with clients (sometimes working and guiding them to deploy the solution) to ensure successful deployment and delivery.

Qualifications & Skills

1. Bachelors or Masters degree in Computer Science or a related field from a reputed institution.
2. Excellent programming skills with a preferred tech stack including React.js, Node.js, REST APIs, Java, HTML, and CSS (Full-stack development experience ).
3. Proven ability to write scalable, maintainable code and test cases. Familiarity with modern development and testing environments.
4. Hands-on experience with Genesys Cloud and/or NICE CXone platforms.
5. Understanding of messaging and social media technologies such as web messaging, SMS, WhatsApp, and automation using Genesys Cloud CX-as-a-Code.
6. Experience with cloud platforms like AWS or Microsoft Azure.
7. Knowledge of Genesys Cloud CX and NICE CXone modules such as IVR, Third-Party Integrations, WEM, QM, Predictive Engagement is an added advantage.
8. Exposure to AI technologies and applications is a plus.

Detailed Job Responsibilities

1. Lead technical development efforts with strong hands-on expertise 47 years of experience in software development required.
2. Prior experience with Genesys Cloud or other CCaaS (Contact Center as a Service) platforms.
3. Design and develop new applications and software solutions based on business requirements.
4. Collaborate with internal teams to gather and deliver on client-specific needs.
5. Build and deploy custom solutions on Genesys Cloud CX1/2/3 that go beyond out-of-the-box capabilities.
6. Take ownership of technical delivery, propose effective approaches, and support the functional team in achieving successful outcomes.