Application Support Engineer

Project Role : Application Support Engineer

Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Must have skills : Genesys Cloud CX

Good to have skills : NA

Minimum 5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Job Description:Design, configure, and develop Genesys Cloud CX voice applications, including Architect call flows, IVRs, and voice bots. Build and optimize Outbound Dialer strategies, campaigns, schedules, wrap-ups, retries, and rule sets. Develop voice bot flows with call deflection, NLP integration, DTMF handling, and callback orchestration. Build and maintain integration with third-party systems via REST APIs using Genesys Data Actions. Use Terraform to manage infrastructure as code, enabling reliable and repeatable deployments. Maintain CI/CD pipelines for flow deployments, data actions, configurations, and code promotion. Utilize VS Code, Git, and version control best practices to manage Genesys Cloud resources and custom logic. Collaborate closely with product owners, testers, architects, and support teams to ensure robust and maintainable solutions. Perform root cause analysis and production support (L3) for complex incidents and issues in live environments.