Genesys Cloud Contact Center Admin

Must-Have:

Strong hands-on experience with Genesys Cloud CX and Architect

IVR, ACD, queue and skills-based call routing

Experience designing complex inbound/in-queue flows and routing logic

Genesys Data Actions and REST API integrations, JSON, OAuth, Postman

Strong understanding of Architect expressions, variables, conditions and error handling

Enterprise contact-center/IVR implementation experience

Preferred / Value-Add:

GCP experience, particularly Cloud Functions/Cloud Run

Python and/or Node.js

Apigee, Postman and Swagger/OpenAPI

Git, CI/CD and production troubleshooting

Experience migrating or simplifying GCP-based IVR/routing solutions into Genesys Cloud

Genesys Cloud certification is a plus

Lead/Solution Architect, Senior Genesys Cloud Engineers, Integration Engineer, with QA responsibilities incorporated into the engineering team or an additional QA resource.

The key hiring criterion should be deep Genesys Cloud Architect, IVR and call-routing expertise. GCP, Python and Node.js should be treated as differentiators rather than mandatory skills.

Detailed breakdown of skills

1. Genesys Cloud CX

Strong hands-on experience with Genesys Cloud CX

Genesys Cloud Architect

Inbound Call Flows

In-Queue Flows

Transfer and Disconnect flows

IVR design and implementation

ACD configuration

Queue configuration

Skills-based routing

Priority-based routing

Bullseye/alternative routing

Queue and agent routing configuration

Business hours, schedules and holidays

Call treatment and error handling

DTMF and voice interactions

Callback and transfer scenarios

2. Genesys Architect - Advanced

Experience developing complex Architect flows involving:

Conditional routing

Complex decision logic

Variables and collections

Architect expressions

Call attributes

ANI/DNIS-based routing

Customer/member attributes

Product/service-based routing

Language-based routing

Authentication-aware routing

Queue selection

Priority management

Business-rule-based routing

Overflow and fallback routing

Exception handling

Reusable flow components

Candidates should be able to independently troubleshoot and optimize existing Architect flows.

3. IVR & Call Routing

Strong understanding of enterprise contact-center routing concepts, including:

IVR call flows

ACD

Skills-based routing

Queue-based routing

Priority routing

Language routing

Customer segmentation

Agent skills

Queue capacity

Service levels

Overflow routing

After-hours routing

Alternate/fallback routing

Business-rule-driven routing

The candidate should be able to translate business requirements into an efficient Genesys Cloud routing design.

4. Genesys Data Actions & API Integration

Strong experience with:

Genesys Cloud Data Actions

REST APIs

JSON

HTTP/HTTPS

API authentication

OAuth 2.0

API request/response handling

Error and timeout handling

External system lookups

Routing decisions based on API responses