Join Babcock Australasia as a Graduate Engineer contributing to Australia's Defence Industry. Engage in hands - on projects and professional development opportunities in a collaborative environment.
About the role
- LCNC Engineer designing and implementing Genesys Cloud CX solutions for seamless omnichannel experiences. Collaborating with clients and stakeholders to ensure optimal service delivery and performance in Bengaluru.
Responsibilities
- Drive end-to-end implementation of Genesys Cloud CX solutions to deliver seamless omnichannel customer experiences across voice and digital channels.
- Design and build IVR, ACD, and Architect flows, routing strategies, queues, and outbound campaigns aligned with business requirements. Lead design discussions with clients and oversee the build team to ensure on-time delivery.
- Design and configure Quality Management (QM) capabilities, including call recording, screen recording, evaluation forms, calibration workflows, and compliance-driven recording policies.
- Implement Workforce Management (WFM) solutions, including forecasting, scheduling, intraday management, adherence monitoring, and integration with agent schedules and queues.
- Configure agent scripting and guided workflows within Genesys Cloud to support consistent customer handling, compliance, and agent productivity.
- Configure, manage, and troubleshoot telephony components such as SIP trunks, inbound and outbound routing, sites, dial plans, number configurations, and SBC connectivity.
- Integrate Genesys Cloud with CRM systems (such as Salesforce, Dynamics, or custom CRMs), ticketing tools, and third-party platforms using native connectors, REST APIs, and event-driven integrations.
Requirements
- Bachelor's/Master's in Engineering
- Genesys Cloud CX certifications (Genesys Cloud Professional (GCP), Genesys Cloud Developer (GCD), Genesys Cloud specialist)
- Exposure to security, compliance and privileged access concepts in cloud contact Centre environments.
- Experience in handling clients in Banking Domian
Benefits
- Good communication and presentation skills
- Self-motivated, team player, action and results oriented.
- Process driven and conceptual thinking
- Change Management skills
- Innovative thinker
- Quick and agile learner
- Working across cultures with sensitivity, partnering, driving with a focus on business impact
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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