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Contact Center / CX Technology Specialist
Full-time
We are seeking an experienced
Contact Center / CX Technology Specialist
with deep expertise in
Genesys implementation and administration
and exposure to modern
AI-enabled contact center platforms such as Cresta and Decagon
. The ideal candidate will play a critical role in designing, implementing, supporting, and optimizing customer experience (CX) technologies that drive operational efficiency, agent productivity, and customer satisfaction.
This role requires a blend of technical expertise, contact center domain knowledge, AI-driven customer engagement experience, and strong stakeholder management skills.
Job Location :-
Pune/Mumbai/Bangalore/Chennai
Your Role
As a
Contact Center / CX Technology Specialist
, you will be responsible for the implementation, administration, integration, and continuous improvement of contact center platforms. You will partner with business leaders, operations teams, and technology stakeholders to deliver scalable CX solutions while leveraging AI-powered technologies to enhance customer and agent experiences.
In This Role You Will Play a Key Role In:
Implementing, configuring, and administering
Genesys Cloud CX
and related contact center technologies.
Supporting end-to-end contact center operations, including routing, IVR, workforce optimization, reporting, and omnichannel engagement.
Designing and optimizing customer journeys across voice, chat, email, messaging, and digital channels.
Integrating AI-powered contact center solutions such as
Cresta
Decagon
, and conversational AI platforms to improve agent efficiency and customer interactions.
Managing platform upgrades, enhancements, and release deployments.
Collaborating with business stakeholders to gather requirements and translate them into scalable technical solutions.
Monitoring platform performance, identifying improvement opportunities, and implementing best practices.
Supporting system integrations with CRM, workforce management, analytics, and third-party applications.
Driving automation initiatives using AI, virtual agents, knowledge management, and intelligent routing capabilities.
Troubleshooting complex production issues and performing root cause analysis.
Ensuring platform reliability, security, compliance, and operational excellence.
Creating technical documentation, solution designs, and support procedures.
Your Profile
1. Genesys Cloud CX Administration & Implementation
Hands-on experience configuring routing, queues, IVR, Architect flows, user administration, reporting, and integrations.
Strong understanding of contact center architecture and deployment best practices.
2. AI-Powered Contact Center Platforms (Cresta & Decagon)
Experience implementing or supporting AI-assisted agent solutions, conversational AI, real-time coaching, knowledge automation, and customer interaction intelligence.
3. Contact Center Solution Design & Omnichannel Operations
Expertise in voice, chat, email, messaging, and digital engagement channels.
Understanding of customer journey optimization and CX transformation initiatives.
4. API Integrations & Cloud Technologies
Experience integrating contact center platforms with CRM, workforce management, analytics, and third-party systems using APIs and cloud-native solutions.
5. Reporting, Analytics & Performance Optimization
Strong skills in contact center analytics, KPI monitoring, dashboards, reporting tools, and AI-driven operational insights.
What you'll love about working here
You can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.
You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.
About Capgemini
Make It Real
\| www.capgemini.com/in-en
