Job Description
Job Title:  ADMINISTRATOR L3(CONTRACT)
City:  Hyderabad
State/Province:  Telangana
Posting Start Date:  6/2/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

Location :- PAN INDIA 

rate :- 150K/M

exp :- 5+ years 

Job Description: Genesys Cloud Engineer
Position Overview:
We are seeking an experienced Genesys Cloud Engineer to design, implement, and 
optimize contact center solutions using Genesys Cloud. The ideal candidate will 
demonstrate expertise in architecting inbound call flows and in-queue flows, as well as 
configuring and supporting advanced Genesys Cloud features to deliver seamless 
customer experiences.
Key Responsibilities:
• Implement inbound call flows and in-queue flows using Genesys Cloud Architect
• Develop and manage Data Actions, Data Tables, and Triggers to enable dynamic and 
data-driven workflows
• Configure and maintain Queues, Skills, Wrap Up Codes, Prompts, and Voicemail 
Groups
• Design and deploy Scripts for agent guidance and customer interaction
• Establish and manage Emergency Groups and implement Schedule Changes to 
ensure business continuity
• Track and report Flow Outcomes for continuous improvement of contact center 
operations
• Develop Common Modules for reusability across call flows
• Implement Secure Call Flows to safeguard sensitive customer information
• Collaborate with stakeholders to gather requirements and translate them into 
effective Genesys Cloud solutions
• Provide technical guidance and support for ongoing platform enhancements and 
troubleshooting
• Utilize Azure DevOps to manage and document stories and features, ensuring clear 
requirements, acceptance criteria, and alignment with project objectives
• Utilize ServiceNow for incident, request, and change management within the ITSM 
framework
• Demonstrate familiarity with CAB (Change Advisory Board) change request 
processes, including submission, review, and implementation of changes to 
production environments
• Willingness to participate in after-hours on-call support as needed to ensure system 
stability and rapid issue resolution
Required Qualifications:
• Proven experience architecting and deploying Genesys Cloud solutions, including 
inbound and in-queue call flows
• Strong knowledge of Data Actions, Data Tables, Triggers, Queues, Skills, Wrap Up 
Codes, Prompts, Voicemail Groups, Scripts, Emergency Groups, Schedule 
Changes, Flow Outcomes, Common Modules, and Secure Call Flows
• Experience with Azure DevOps for CI/CD pipelines, project management, 
automation, and work item tracking (stories and features)
• Experience with ServiceNow for IT service management and change control
• Familiarity with CAB change request processes and procedures
• Ability to work independently and as part of a cross-functional team
• Excellent problem-solving and communication skills
• Willingness to be on call after hours for support as required
Preferred Certifications:
• Genesys Cloud CX Professional
• Genesys Cloud CX: Architect

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Do

  • Ensure timely response of all the tickets raised by the client end user
  • Service requests solutioning by maintaining quality parameters
  • Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
  • Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
  • Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
  • Provide an acceptance and immediate resolution to the high priority tickets/ service
  • Installing and configuring software/ hardware requirements based on service requests
  • 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
  • Provide application/ user access as per client requirements and requests to ensure timely solutioning
  • Track all the tickets from acceptance to resolution stage as per the resolution time defined     by the customer
  • Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
  • Coordinate with on-site team for complex problem resolution and ensure timely client servicing
  • Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

͏

Deliver

No Performance Parameter Measure
1.   100% adherence to SLA/ timelines
Multiple cases of red time 
Zero customer escalation
Client appreciation emails 

 

͏

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Mandatory Skills: Genesys Cloud Contact Center Admin .

 

Experience: 3-5 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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