Genesys Cloud Architect 5 - 10 yrs

Job Summary

We are seeking a skilled Genesys Cloud CX / Genesys Engage Engineer with 5 - 10 years of experience in Contact Center Technologies. The ideal candidate should possess strong expertise in Genesys Cloud CX, Genesys Engage, IVR Development, Routing, Integrations, APIs, Chatbots, Voice Bots, Workforce Management, and Contact Center Operations. The role involves designing, implementing, supporting, and enhancing enterprise-grade customer engagement solutions.

Key Responsibilities

Genesys Cloud CX

• Design, develop, and implement Genesys Cloud CX solutions based on business requirements.
• Build and maintain complex Architect Flows, IVR Call Flows, Chat Flows, and Digital Flows.
• Configure and manage ACD Queues, Skills, Routing, Divisions, Roles, Permissions, Sites, Locations, and Dial Plans.
• Create and maintain Data Actions for integrating external applications.
• Develop and support integrations with third-party applications using REST APIs and Web Services.
• Troubleshoot call flows using Execution History, Participant Data Logs, and Analytics.
• Configure and manage Outbound Campaigns, Quality Management (QM), and Workforce Management (WFM).

Genesys Engage

• Install, configure, and support Genesys Engage components including:
• CME (Configuration Manager)
• IRD (Interaction Routing Designer)
• OCS/OCM
• GAX
• GIM
• GIR
• Develop and maintain IVR applications using Genesys IRD and Eclipse Composer.
• Configure routing strategies, call treatments, and skill-based routing solutions.
• Provide production support and troubleshoot platform-related issues.

AI & Automation

• Design and develop GenAI-based Chatbots and Voice Bots.
• Integrate conversational AI solutions with Genesys platforms.
• Develop Genesys Scripts and Agent Desktop customizations.
• Implement automation solutions to improve customer experience and operational efficiency.

Operations & Support

• Manage Incident, Problem, Change, and Release activities.
• Act as an escalation point for production and floor-support issues.
• Support UAT, SIT, and Production deployments.
• Prepare SOPs, Knowledge Base articles, and operational documentation.
• Monitor platform performance and ensure SLA compliance.

Database & Security

• Perform MS SQL troubleshooting and query optimization.
• Create and maintain Stored Procedures, Triggers, and Scheduled Jobs.
• Support application security initiatives and remediation of VAPT/AppSec findings.
• Collaborate with development teams for security compliance and platform enhancements.

Required Skills

Core Technical Skills

• Genesys Cloud CX
• Genesys Engage
• Architect Flows
• IVR Development
• IRD
• Eclipse Composer
• ACD Routing
• Skill-based Routing
• Data Actions
• REST APIs
• Web Services Integration
• Outbound Campaign Management
• Workforce Management (WFM)
• Quality Management (QM)
• Call Recording
• Call Forwarding Solutions

AI & Automation Skills

• Generative AI
• Chatbot Development
• Voice Bot Development
• Conversational AI
• Prompt Engineering
• AI Integrations

Database Skills

• MS SQL Server
• Stored Procedures
• Triggers
• Query Optimization
• Database Troubleshooting

Tools & Methodologies

• Jira
• ITIL Framework
• Incident Management
• Change Management
• Release Management
• Agile/Scrum

Desired Qualifications

• Bachelor's degree in Computer Science, Information Technology, Electronics, or related field.
• Genesys Cloud CX Certifications are highly preferred.
• Experience working in enterprise contact center environments.
• Strong communication and stakeholder management skills.