Product Lead

Responsibilities:

• Build and maintain IVR flows, call routing, queues, and diallers.
• Integrate Genesys with Salesforce or other CRM platforms.
• Work on APIs, REST, webhooks, and third-party integrations.
• Troubleshoot issues related to calls, telephony, routing, and system integrations.
• Support inbound and outbound calling operations.
• Manage platform updates, testing, deployments, and production issues.
• Coordinate with business teams and vendors to improve contact centre performance.
• Maintain system documentation, security, and compliance.

Requirements:

• 5+ years of experience in contact centre technology or related roles.
• Hands-on experience with Genesys.
• Strong knowledge of IVR, call routing, queues, and diallers.
• Experience with Salesforce/CRM integrations.
• Knowledge of APIs, REST, JSON, and webhooks.
• Understanding of SIP/VoIP and telephony.
• Experience in production support and troubleshooting.
• Good communication and stakeholder management skills.