Lead Administrator L1

Wipro • Louisville, KY

8d

About The Position

Wipro is hiring a Lead Administrator L1 with strong Genesys Cloud CX administration and architecture expertise. The role focuses on designing and implementing IVR and contact-center call flows, configuring ACD and queues, and building routing logic for complex business scenarios. It also involves integrating Genesys Cloud with external systems through Data Actions and REST APIs, including handling authentication, responses, errors, and timeouts. GCP, Python, and Node.js are described as differentiators rather than mandatory skills. The stated experience range is 5–8 years, and the role is eligible for Wipro's standard benefits.

Requirements

• 5–8 years of experience.
• Mandatory skill: Genesys Cloud Contact Center Administration.
• Strong hands-on experience with Genesys Cloud CX and Genesys Cloud Architect.
• Expertise in IVR design and implementation, call flows, ACD configuration, queue configuration, and skills- and priority-based routing.
• Understanding of enterprise contact-center routing concepts, including agent skills, queue capacity, service levels, overflow, and after-hours routing.
• Strong experience with Genesys Cloud Data Actions and REST APIs, including JSON, HTTP/HTTPS, OAuth 2.0, API request/response handling, and error and timeout handling.

Nice To Haves

• GCP experience.
• Python experience.
• Node.js experience.

Responsibilities

• Design and implement Genesys Cloud Architect inbound call flows, in-queue flows, and transfer and disconnect flows.
• Configure ACD, queues, skills-based routing, and priority-based routing.
• Develop advanced conditional routing logic using variables, collections, Architect expressions, and call attributes.
• Implement routing decisions based on ANI/DNIS, customer or member attributes, product or service, language, and authentication status.
• Manage queue selection, priorities, business rules, overflow, fallback, after-hours routing, and customer segmentation.
• Integrate Genesys Cloud with external systems using Data Actions and REST APIs, including handling API authentication, responses, errors, and timeouts.
• Use external system lookups and API responses to inform routing decisions.

Benefits

• Medical benefits options.
• Dental benefits options.
• Disability insurance.
• Paid time off, inclusive of sick leave.
• Other paid and unpaid leave options.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed