Genesys Cloud Architect

Job Summary

We are looking for a skilled Genesys Cloud CX & Pure Engage Engineer having 2 - 10 yrs with strong expertise in Contact Center solutions, IVR development, Architect Flows, routing strategies, API integrations, Workforce Management, and omnichannel platforms. The candidate should have hands-on experience supporting enterprise-scale contact centers and driving design, implementation, and production support activities.

Key Responsibilities

• Develop and maintain Genesys Cloud CX Architect Flows including Inbound Call, Inbound Message, Common Module, In-Queue Call, and Secure Call Flows.
• Configure and manage ACD Queues, Skills, Routing Profiles, Divisions, Permissions, Locations, and Sites
• Design and support IVR solutions using Genesys Composer, IRD, and Architect
• Integrate third-party applications with Genesys Cloud using REST APIs, Data Actions, and OAuth.
• Configure and support Outbound Campaigns including Predictive, Progressive, Preview, and Blended dialing
• Troubleshoot Genesys Cloud CX and Engage environments using logs, execution history, and participant data.
• Manage Workforce Management (WFM), Quality Management (QM), and reporting solutions.
• Support production incidents, UAT activities, deployments, and change management processes.
• Work closely with business stakeholders to gather requirements and implement scalable contact center solutions.
• Create SOPs, technical documentation, and knowledge-transfer documents.

Required Skills

• Genesys Cloud CX
• Genesys Pure Engage
• Architect Flows
• IVR Development
• ACD Routing
• Queue Management
• Workforce Management
• Quality Management
• Data Actions
• REST APIs
• OAuth
• Postman
• MS SQL
• Contact Center Technologies
• Omnichannel Solutions
• JIRA
• VoIP Technologies
• Production Support (L2/L3)

Preferred Skills

• GenAI Chatbots
• Voice Bots
• Genesys Script
• AudioCodes
• API Integrations
• BFSI Domain Experience
• VAPT & Application Security Remediation
• Cloud Contact Center Migration Projects