Track Lead - Cisco Contact Center

HCLTech
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📍 Gautam Buddha Nagar, India

About this role

Job Summary

Job Summary : Bot Developer

Job Description : • Job Location: Noida / Chennai/ Madurai/ Vijaywada• Work Model: Supports 24x7 global cont

Key Responsibilities

Job Responsibilities : • Design and develop voice and chat bots / virtual agents (IVA) integrated with Genesys Cloud CX. • Build and tune NLU/NLP models, intents, entities, and dialog flows for high containment and accuracy. • Integrate bots with backend systems via REST/SOAP APIs, data actions, and webhooks (CRM, ServiceNow, knowledge bases). • Implement conversational analytics, monitor bot performance, and iterate on flows to improve deflection and CSAT. • Collaborate with the Genesys architect and functional SME to align bot use cases with business requirements. • Support UAT, deployment, and hypercare; document flows, prompts, and integration specs.

Skill Requirements

Skill Requirement : • Hands-on bot/IVA development on Genesys Cloud CX (Genesys Dialog Engine / Bot Flows) and/or third-party bot platforms (Google Dialogflow, Amazon Lex, Microsoft Bot Framework). • Strong NLU/NLP design skills – intents, entities, slot filling, disambiguation. • API integration (REST/SOAP, JSON), data actions, and webhook development. • Scripting/programming (JavaScript, Python) and familiarity with speech (STT/TTS) tuning. • Understanding of omnichannel routing and how bots hand off to live agents.

Other Requirements

Other Requirement : • Job Location: Noida / Chennai/ Madurai/ Vijaywada • Work Model: Supports 24x7 global contact center operations; on-call / shift rotation for P1/P2 incidents. • Notice Period: Immediate to 30 days preferred. • Bachelor’s degree in Engineering / Computer Science or equivalent. • Experience: 7–10 years overall with 3+ years in conversational AI / bot development.

Frequently Asked Questions

Is the salary disclosed for the Track Lead - Cisco Contact Center position at HCLTech?
The salary for this Track Lead - Cisco Contact Center role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Track Lead - Cisco Contact Center position at HCLTech located?
This Track Lead - Cisco Contact Center role at HCLTech is based in Gautam Buddha Nagar, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Track Lead - Cisco Contact Center position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Track Lead - Cisco Contact Center job at HCLTech posted?
This Track Lead - Cisco Contact Center position at HCLTech was posted on Sep 4, 2026. Apply as soon as possible — early applications are often reviewed first.
Track Lead - Cisco Contact Center
HCLTech
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