Track Lead - Cisco Contact Center

About the role

Genesys Cloud CX certification (Professional – Architect) strongly preferred; ITIL Foundation desirable.

What you'll do

• Own the functional configuration of omnichannel journeys (voice, email, chat, messaging) and customer experience flows
• Define and maintain reporting, SLA/KPI dashboards, and operational metrics for the contact center
• Act as functional bridge between client business SPOCs, agents, and the technical delivery team
• Lead functional UAT, change validation, and continuous service improvement of CC journeys
• Prepare functional documentation, runbooks, and end-user / agent training material

What you need

• 8–12 yrs of experience
• CRM
• Business analysis
• Microsoft Dynamics
• ServiceNow
• B.Tech or B.E. or B.Sc or BCA

Good to have

• ITIL