Track Manager - Cisco Contact Center

HCLTech
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📍 Noida, India

About this role

Job Summary

We are seeking an experienced Lead Developer - Genesys Cloud Contact Center to design, develop, integrate, and enhance customer engagement solutions on Genesys Cloud CX. This hands-on engineering role focuses on customer journey orchestration, omnichannel engagement, API integrations, automation, AI-enabled capabilities, and platform innovation while supporting global contact center implementations and regional compliance requirements.

Key Responsibilities

Design and develop Genesys Cloud CX solutions including Architect Flows, Secure Flows, Bot Flows, Digital Bot Flows, Data Actions, and Workflows. • Configure and optimize routing strategies, queues, permissions, and customer journeys across voice and digital channels. • Develop integrations using Genesys Cloud APIs and enterprise platforms including Salesforce, Microsoft Dynamics 365, ServiceNow, identity providers, and middleware solutions. • Support AI-enabled capabilities including Bots, Conversational AI, Agent Copilot, Knowledge Optimization, and Predictive Routing. • Evaluate emerging Genesys Cloud capabilities, AI-powered features, Early Access/Beta releases, and platform innovations. • Assess AppFoundry, partner, and custom-built solutions based on functionality, cost, scalability, supportability, and business value. • Design solutions that comply with regional regulatory, privacy, security, and compliance requirements. • Support release management, platform governance, and configuration promotion across environments. • Provide technical leadership, mentor engineers, and collaborate across global teams and regions.

Skill Requirements

Required Skills & Experience • 7+ years of contact center technology experience. • Strong hands-on experience with Genesys Cloud CX. • Expertise in Architect, Bot Flows, IVR/Self-Service, Routing, Data Actions, Workflow Automation, and Omnichannel Engagement. • Experience with Genesys Cloud APIs, REST APIs, JSON, OAuth, and event-driven integrations. • Experience integrating Salesforce, Microsoft Dynamics 365, ServiceNow, CRM platforms, and enterprise applications. • Strong understanding of contact center architecture, SIP telephony, PSTN, BYOC Cloud, carrier integrations, voice technologies, and digital engagement. • Experience supporting global contact center environments and regional compliance requirements. • Exposure to Amazon Connect or multi-platform cloud contact center environments is desirable. Preferred Qualifications • Genesys Cloud CX Certifications. • Experience delivering global Genesys Cloud CX implementations, migrations, or modernization initiatives. • Experience with AI-enabled customer engagement solutions and AppFoundry ecosystem technologies. • Experience participating in Genesys Cloud Early Access, Beta, or Preview programs. • Familiarity with Genesys Cloud Analytics and reporting

Other Requirements

Required Skills & Experience • 7+ years of contact center technology experience. • Strong hands-on experience with Genesys Cloud CX. • Expertise in Architect, Bot Flows, IVR/Self-Service, Routing, Data Actions, Workflow Automation, and Omnichannel Engagement. • Experience with Genesys Cloud APIs, REST APIs, JSON, OAuth, and event-driven integrations. • Experience integrating Salesforce, Microsoft Dynamics 365, ServiceNow, CRM platforms, and enterprise applications. • Strong understanding of contact center architecture, SIP telephony, PSTN, BYOC Cloud, carrier integrations, voice technologies, and digital engagement. • Experience supporting global contact center environments and regional compliance requirements. • Exposure to Amazon Connect or multi-platform cloud contact center environments is desirable. Preferred Qualifications • Genesys Cloud CX Certifications. • Experience delivering global Genesys Cloud CX implementations, migrations, or modernization initiatives. • Experience with AI-enabled customer engagement solutions and AppFoundry ecosystem technologies. • Experience participating in Genesys Cloud Early Access, Beta, or Preview programs. • Familiarity with Genesys Cloud Analytics and reporting

Frequently Asked Questions

Is the salary disclosed for the Track Manager - Cisco Contact Center position at HCLTech?
The salary for this Track Manager - 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 Manager - Cisco Contact Center position at HCLTech located?
This Track Manager - 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 Manager - 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 Manager - Cisco Contact Center job at HCLTech posted?
This Track Manager - Cisco Contact Center position at HCLTech was posted on Sep 17, 2026. Apply as soon as possible — early applications are often reviewed first.
Track Manager - Cisco Contact Center
HCLTech
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