Job Description

Req ID: 350373

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Project Manager - Genesys to join our team in Gurgaon, Delhi (IN-DL), India (IN).

We are seeking an experienced and detail-oriented Genesys Project Manager to lead and manage the implementation and optimization of Genesys Contact Center solutions. The ideal candidate will have a strong understanding of Genesys platform capabilities and proven experience in delivering complex projects within a dynamic environment.

Key Responsibilities:
Project Management: Manage end-to-end implementation and enhancement projects for Genesys Contact Center solutions.
Cloud Architecture: Design, review, and optimize cloud architecture for seamless integration with Genesys systems.
Cloud Contact Center Components: Oversee the deployment of cloud contact center components ensuring system reliability and scalability.
Capabilities Overview: Develop and present detailed assessments of Genesys capabilities to stakeholders.
CCaaS Architecture: Architect and support Contact Center as a Service (CCaaS) solutions tailored to business needs.
Licensing Methodology: Manage and optimize licensing requirements to ensure compliance and cost-effectiveness.
Self-Service Options: Implement and enhance self-service features like IVR, chatbots, and AI-driven solutions.
Collaboration Options: Facilitate seamless collaboration through Genesys tools and integrations.
Inbound and Outbound Calling: Optimize inbound and outbound call processes to improve customer satisfaction and efficiency.
Workforce Management (WFM) and Workforce Engagement Management (WEM): Utilize WFM/WEM tools to improve productivity and ensure optimal workforce utilization.
AppFoundry and APIs: Manage integrations with third-party applications and APIs via Genesys AppFoundry.
Insights, Analytics, and Reporting: Provide actionable insights through advanced reporting and analytics within Genesys.
Artificial Intelligence and Automation: Implement AI-driven solutions to automate processes and improve contact center efficiency.
Session Border Controller (SBC) and Audiocodes: Configure and maintain SBCs and Audiocodes to ensure secure and reliable communications.

Required Qualifications:
Strong expertise in Genesys Contact Center solutions and architecture.
Proven experience in managing large-scale Genesys implementations.
Proficient in cloud architecture and CCaaS systems.
Solid understanding of licensing methodologies, workforce management, and AI technologies.
Familiarity with APIs, AppFoundry integrations, and SBC/Audiocodes configuration.
Excellent communication and stakeholder management skills.

Preferred Qualifications:
Relevant certifications in Genesys solutions.
Hands-on experience with workforce engagement tools and analytics platforms.
Knowledge of emerging trends in contact center technologies.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form,

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Job Tags

Work at office, Remote work, Flexible hours,

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