Genesys cloud

Job Title

Genesys Contact Center Engineer / Genesys Developer

Experience

15 Years

Job Summary

We are seeking a talented Genesys Contact Center Engineer with 1–5 years of experience in developing, configuring, and supporting enterprise contact center solutions. The ideal candidate should possess hands-on experience with Genesys Cloud/Genesys Engage, IVR development, call routing, and contact center operations to deliver seamless customer engagement experiences.

Key Responsibilities

• Design, develop, and maintain Genesys contact center solutions.
• Build and enhance IVR applications, call flows, routing strategies, and self-service solutions.
• Configure queues, skills, routing profiles, campaigns, and agent desktops.
• Develop and support inbound, outbound, and omnichannel customer interaction solutions.
• Integrate Genesys platform with CRM systems, databases, and third-party applications.
• Troubleshoot and resolve issues related to call flows, routing, CTI, and agent functionality.
• Monitor system performance and ensure high availability of contact center services.
• Collaborate with business stakeholders to gather requirements and implement enhancements.
• Participate in deployment, testing, maintenance, and production support activities.

Required Skills

• 1–5 years of experience in Contact Center technologies.
• Hands-on experience with Genesys Cloud CX or Genesys Engage.
• Strong knowledge of IVR development, call routing, ACD, and contact center workflows.
• Experience in designing and configuring contact flows and customer journeys.
• Knowledge of SIP, VOIP, CTI, and telephony concepts.
• Experience with REST APIs, web services, and system integrations.
• Understanding of omnichannel support including Voice, Chat, Email, and Messaging.
• Strong troubleshooting, analytical, and communication skills.

Preferred Skills

• Experience with Architect, Genesys Routing, Workforce Management (WFM), and Reporting.
• Knowledge of CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics, or Zendesk.
• Familiarity with cloud platforms and customer experience solutions.
• Genesys certifications are an added advantage.

Educational Qualification

• Bachelor's Degree in Computer Science, Information Technology, or related field.