Track Lead - Cisco Contact Center

About the role

Track Lead - Cisco Contact Center at HCLTech. Design and develop voice and chat bots / virtual agents (IVA) integrated with Genesys Cloud CX.

What you'll do

• Design and develop voice and chat bots / virtual agents (IVA) integrated with Genesys Cloud CX
• Build and tune NLU/NLP models, intents, entities, and dialog flows for high containment and accuracy
• Integrate bots with backend systems via REST/SOAP APIs, data actions, and webhooks (CRM, ServiceNow, knowledge bases)
• Implement conversational analytics, monitor bot performance, and iterate on flows to improve deflection and CSAT
• Collaborate with the Genesys architect and functional SME to align bot use cases with business requirements

What you need

• 7–10 yrs of experience
• CRM
• NLP
• JavaScript
• Python
• ServiceNow
• B.Tech or B.E. or B.Sc or BCA