Customer Contact Centre Executive

Responsible for end-to-end implementation, configuration, integration, and support of Genesys, NICE CXone, AWS Connect, and related contact center solutions. Gather, analyze, and translate business requirements into scalable technical solutions. Prepare High-Level Design (HLD) and Low-Level Design (LLD) documents. Design and configure IVR applications, routing strategies, CTI integrations, and omnichannel solutions. Develop and customize inbound/outbound call flows, callback services, queues, messaging, and bot solutions. Work with APIs, SIP, ISDN, WebRTC, and third-party integrations to enable seamless customer engagement. Execute solution configuration, testing, validation, deployment, and performance optimization activities. Prepare and execute test plans, integration testing, UAT, and deployment validation activities. Identify and troubleshoot application, integration, SIP, ISDN, and WebRTC-related issues. Collaborate with OEMs, vendors, and internal cross-functional teams for issue resolution and solution enhancement. Configure reports and dashboards monitor operational KPIs including SLA, AHT, productivity, and customer experience metrics. Support RFP responses, solution demonstrations, and customer workshops where required. Provide technical guidance and mentoring to project team members and junior engineers. Conduct user training sessions for Agents, Supervisors, Administrators, and customer stakeholders. Ensure adherence to implementation standards, best practices, quality guidelines, and customer delivery commitments. Support customers during UAT, go-live, hypercare, and post-production support phases. Minimum Qualifications & Experience: Bachelor's Degree in Engineering, Computer Science, Information Technology, Electronics, or equivalent. 4-7 years of relevant experience in Contact Center, CCaaS, Customer Experience (CX), Unified Communications, or Solution Design & Implementation. Hands-on experience with Genesys Cloud CX and/or NICE CXone platforms. Experience in customer-facing solutioning, implementation, integration, and support engagements. #LI-JM1 .