Track Lead - Cisco Contact Center

HCLTech
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📍 Noida, India

About this role

Job Summary

Genesys CCaaS Functional SME

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: 8–12 years with 5+ years as a Genesys functional/solution consultant. • Genesys Cloud CX certification (Professional – Architect) strongly preferred; ITIL Foundation desirable.

Key Responsibilities

Gather and analyse business requirements; translate them into Genesys Cloud CX functional designs (routing, IVR, queues, skills, WFM). • Own the functional configuration of omnichannel journeys (voice, email, chat, messaging) and customer experience flows. • Define and maintain reporting, SLA/KPI dashboards, and operational metrics for the contact center. • Act as functional bridge between client business SPOCs, agents, and the technical delivery team. • Lead functional UAT, change validation, and continuous service improvement of CC journeys. • Prepare functional documentation, runbooks, and end-user / agent training material.

Skill Requirements

Deep functional expertise in Genesys Cloud CX (PureCloud) – Architect flows, routing, queues, IVR/IVA, WFM, analytics. • Strong grasp of contact center operations, omnichannel design, and CX best practices. • Ability to define SLAs/KPIs and configure reporting/dashboards. • Requirements gathering, functional documentation, and stakeholder management. • Working knowledge of CRM (Dynamics 365) and ITSM (ServiceNow) integration touchpoints.

Other Requirements

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: 8–12 years with 5+ years as a Genesys functional/solution consultant. • Genesys Cloud CX certification (Professional – Architect) strongly preferred; ITIL Foundation desirable.

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 Noida, 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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