About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Key Objective / Purpose Of The Job
A core technical position responsible for design, implementation, and optimization of contact
center solutions on Genesys Cloud CX, ensuring alignment with business goals and IT standards.
The role collaborates with business, operations, infrastructure, security, and development teams
to deliver scalable, secure, and reliable cloud-based customer engagement solutions.
Major Activities
Review of configuration requirements
Design end-to-end architectures leveraging Genesys Cloud CX capabilities (Routing, IVR Voice, Digital channels, Bots, Analytics).
Translate business requirements into scalable and efficient technical solutions.
Create architectural diagrams, integration flows, and technical specifications.
Lead implementation and configuration of Genesys Cloud features including Architect flows, queues, skills, call routing, and digital channels.
Oversee deployment of new contact center capabilities and enhancements.
Design and guide integrations using APIs, Data Actions, Web services, middleware, and event-driven architectures.
Work closely with business and operations teams to define and improve customer journeys.
Create comprehensive documentation: architecture diagrams, solution designs, standards, and runbooks.
Essential Qualifications
Bachelor's Degree in Telecommunications, Engineering, Computer Science, Management Information Systems or related field, or equivalent experience.
Technical
10+ years of experience in Contact Center Technologies minimum 5 years with Genesys Cloud CX.
Strong expertise in Genesys Architect, IVR design, routing strategies, digital channels, and workforce capabilities.
Experience with API based integrations, Data Actions, SCIM, OAuth
Knowledge of AWS, Azure, or other cloud platforms is a plus.
Strong understanding of network fundamentals SIP,
WebRTC, QoS, firewall/ports, VPN, TLS.
Experience implementing bots (Genesys Dialog Engine,
Google CCAI, or third-party)
Strong understanding of Dialer Solution and Campaigns
Knowledge of DevOps, CI/CD pipelines, CX-as-Code.
Behavioral
Strong passion for learning and teaching others
Motivated and self-starting.
Ability to to translate technical concepts into business language.
Strong Analytical and problem-solving skills
Excellent communication, documentation, and stakeholder-management skills.
Ability to lead cross-functional initiatives and manage multiple priorities.
Work Experience
10 - 17 years experience in Contact center solutions Design, Build and Operations, minimum 5 years with Genesys CloudCX.
Certification
Genesys Cloud professional Certification
Genesys Cloud Specialist Certification
AWS Certification
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Key Objective / Purpose Of The Job
A core technical position responsible for design, implementation, and optimization of contact
center solutions on Genesys Cloud CX, ensuring alignment with business goals and IT standards.
The role collaborates with business, operations, infrastructure, security, and development teams
to deliver scalable, secure, and reliable cloud-based customer engagement solutions.
Major Activities
Review of configuration requirements
Design end-to-end architectures leveraging Genesys Cloud CX capabilities (Routing, IVR Voice, Digital channels, Bots, Analytics).
Translate business requirements into scalable and efficient technical solutions.
Create architectural diagrams, integration flows, and technical specifications.
Lead implementation and configuration of Genesys Cloud features including Architect flows, queues, skills, call routing, and digital channels.
Oversee deployment of new contact center capabilities and enhancements.
Design and guide integrations using APIs, Data Actions, Web services, middleware, and event-driven architectures.
Work closely with business and operations teams to define and improve customer journeys.
Create comprehensive documentation: architecture diagrams, solution designs, standards, and runbooks.
Essential Qualifications
Bachelor's Degree in Telecommunications, Engineering, Computer Science, Management Information Systems or related field, or equivalent experience.
Technical
10+ years of experience in Contact Center Technologies minimum 5 years with Genesys Cloud CX.
Strong expertise in Genesys Architect, IVR design, routing strategies, digital channels, and workforce capabilities.
Experience with API based integrations, Data Actions, SCIM, OAuth
Knowledge of AWS, Azure, or other cloud platforms is a plus.
Strong understanding of network fundamentals SIP,
WebRTC, QoS, firewall/ports, VPN, TLS.
Experience implementing bots (Genesys Dialog Engine,
Google CCAI, or third-party)
Strong understanding of Dialer Solution and Campaigns
Knowledge of DevOps, CI/CD pipelines, CX-as-Code.
Behavioral
Strong passion for learning and teaching others
Motivated and self-starting.
Ability to to translate technical concepts into business language.
Strong Analytical and problem-solving skills
Excellent communication, documentation, and stakeholder-management skills.
Ability to lead cross-functional initiatives and manage multiple priorities.
Work Experience
10 - 17 years experience in Contact center solutions Design, Build and Operations, minimum 5 years with Genesys CloudCX.
Certification
Genesys Cloud professional Certification
Genesys Cloud Specialist Certification
AWS Certification
Sr Manager - Customer Interaction Suite
Tata Communications
linkedin
Chennai, Tamil Nadu, India
17-19 years Not Disclosed
Full time
04 May 2026
Top Skills:
ApiArchitectureAwsAzureBusiness RequirementCall RoutingCi/cdCloudContact CenterCustomer EngagementDevopsFirewallGenesysManagement Information SystemMiddlewareOauthTeachingTlsVpnWebrtc
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Job Description
Download Resume
About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Key Objective / Purpose Of The Job
A core technical position responsible for design, implementation, and optimization of contact
center solutions on Genesys Cloud CX, ensuring alignment with business goals and IT standards.
The role collaborates with business, operations, infrastructure, security, and development teams
to deliver scalable, secure, and reliable cloud-based customer engagement solutions.
Major Activities
Review of configuration requirements
Design end-to-end architectures leveraging Genesys Cloud CX capabilities (Routing, IVR Voice, Digital channels, Bots, Analytics).
Translate business requirements into scalable and efficient technical solutions.
Create architectural diagrams, integration flows, and technical specifications.
Lead implementation and configuration of Genesys Cloud features including Architect flows, queues, skills, call routing, and digital channels.
Oversee deployment of new contact center capabilities and enhancements.
Design and guide integrations using APIs, Data Actions, Web services, middleware, and event-driven architectures.
Work closely with business and operations teams to define and improve customer journeys.
Create comprehensive documentation: architecture diagrams, solution designs, standards, and runbooks.
Essential Qualifications
Bachelor's Degree in Telecommunications, Engineering, Computer Science, Management Information Systems or related field, or equivalent experience.
Technical
10+ years of experience in Contact Center Technologies minimum 5 years with Genesys Cloud CX.
Strong expertise in Genesys Architect, IVR design, routing strategies, digital channels, and workforce capabilities.
Experience with API based integrations, Data Actions, SCIM, OAuth
Knowledge of AWS, Azure, or other cloud platforms is a plus.
Strong understanding of network fundamentals SIP,
WebRTC, QoS, firewall/ports, VPN, TLS.
Experience implementing bots (Genesys Dialog Engine,
Google CCAI, or third-party)
Strong understanding of Dialer Solution and Campaigns
Knowledge of DevOps, CI/CD pipelines, CX-as-Code.
Behavioral
Strong passion for learning and teaching others
Motivated and self-starting.
Ability to to translate technical concepts into business language.
Strong Analytical and problem-solving skills
Excellent communication, documentation, and stakeholder-management skills.
Ability to lead cross-functional initiatives and manage multiple priorities.
Work Experience
10 - 17 years experience in Contact center solutions Design, Build and Operations, minimum 5 years with Genesys CloudCX.
Certification
Genesys Cloud professional Certification
Genesys Cloud Specialist Certification
AWS Certification
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Key Objective / Purpose Of The Job
A core technical position responsible for design, implementation, and optimization of contact
center solutions on Genesys Cloud CX, ensuring alignment with business goals and IT standards.
The role collaborates with business, operations, infrastructure, security, and development teams
to deliver scalable, secure, and reliable cloud-based customer engagement solutions.
Major Activities
Review of configuration requirements
Design end-to-end architectures leveraging Genesys Cloud CX capabilities (Routing, IVR Voice, Digital channels, Bots, Analytics).
Translate business requirements into scalable and efficient technical solutions.
Create architectural diagrams, integration flows, and technical specifications.
Lead implementation and configuration of Genesys Cloud features including Architect flows, queues, skills, call routing, and digital channels.
Oversee deployment of new contact center capabilities and enhancements.
Design and guide integrations using APIs, Data Actions, Web services, middleware, and event-driven architectures.
Work closely with business and operations teams to define and improve customer journeys.
Create comprehensive documentation: architecture diagrams, solution designs, standards, and runbooks.
Essential Qualifications
Bachelor's Degree in Telecommunications, Engineering, Computer Science, Management Information Systems or related field, or equivalent experience.
Technical
10+ years of experience in Contact Center Technologies minimum 5 years with Genesys Cloud CX.
Strong expertise in Genesys Architect, IVR design, routing strategies, digital channels, and workforce capabilities.
Experience with API based integrations, Data Actions, SCIM, OAuth
Knowledge of AWS, Azure, or other cloud platforms is a plus.
Strong understanding of network fundamentals SIP,
WebRTC, QoS, firewall/ports, VPN, TLS.
Experience implementing bots (Genesys Dialog Engine,
Google CCAI, or third-party)
Strong understanding of Dialer Solution and Campaigns
Knowledge of DevOps, CI/CD pipelines, CX-as-Code.
Behavioral
Strong passion for learning and teaching others
Motivated and self-starting.
Ability to to translate technical concepts into business language.
Strong Analytical and problem-solving skills
Excellent communication, documentation, and stakeholder-management skills.
Ability to lead cross-functional initiatives and manage multiple priorities.
Work Experience
10 - 17 years experience in Contact center solutions Design, Build and Operations, minimum 5 years with Genesys CloudCX.
Certification
Genesys Cloud professional Certification
Genesys Cloud Specialist Certification
AWS Certification