CCaaS Delivery Sr. Manager

Job Title:

CCaaS Delivery Sr. Manager

Job Description

We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.
We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.
Our game-changers:
* Challenge Conventions
* Deliver outcomes unimagined
* Create experiences that go beyond WOW
If this is you, we would love to discuss career opportunities with you.
In our Concentrix Catalyst team, you will work with the engine that powers the experience design and engineering capabilities at Concentrix. A leading global solutions company that reimagines everything CX through strategy, talent, and technology. We combine human-centered design, powerful data, and strong tech to accelerate CX transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.
Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.
 We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
#LI-HybridKey Duties and Responsibilities

• Design end-to-end architecture for Genesys Cloud solutions, including IVR workflows, call routing, omnichannel interactions (voice, email, chat, SMS), and self-service solutions.
• Translate business requirements into technical specifications and scalable designs.
• Define architecture standards, guidelines, and best practices for Genesys Cloud implementations.
• Configure Genesys Cloud components such as queues, skills, routing strategies, and business hours.
• Build advanced IVR flows using Genesys Architect, including integrations with third-party systems (e.g., CRMs, databases).
• Design and implement integrations with CRM platforms (e.g., Salesforce, Microsoft Dynamics), WFM tools, and analytics platforms.
• Develop APIs and web services for seamless data exchange between Genesys Cloud and other enterprise systems.
• Automate repetitive tasks and processes using Genesys Cloud APIs, AWS Lambda, or other scripting tools.
• Having sound knowledge Agent Scripting
• Troubleshoot and resolve complex technical issues related to Genesys Cloud configurations or integrations..
• Document architecture designs, configurations, and workflows for future reference.
• Enforce security and compliance standards within the Genesys Cloud environment.
• Provide training and knowledge transfer to support teams and administrators.

Qualifications and Experience RequiredBachelor's degree in Computer Science, Engineering, or a related field.5+ years of experience in contact center technology, with 2+ years in Genesys Cloud CX/GC3.Proficiency in designing IVR workflows, call routing, and omnichannel solutions.Experience with API integrations (REST, SOAP) and webhooks.Strong knowledge of telephony concepts (SIP, RTP, QoS) and networking principles.Familiarity with cloud platforms and database (e.g., AWS, Azure) and scripting tools (e.g., Python, PowerShell).Excellent communication skills and the ability to convey complex technical concepts to non-technical stakeholders.Strong interpersonal and leadership abilities which can execute effective negotiation and team management skill.Genesys Cloud certifications (e.g., Genesys Cloud Certified Professional – Architect or Developer).We believe in creating an inclusive and supportive work environment where our employees are encouraged to grow, innovate, and thrive. As part of our team, you will be part of a forward-thinking organization that is transforming the customer experience landscape and driving real, measurable business results.Join us, and be part of a dynamic company that is shaping the future of customer engagement.

Location:

IND Hyderabad Raidurg Village B7 South Tower, Serilingampally Mandal Divya Sree Orion

Language Requirements:

Time Type:

Full time

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