Genesys Engineer

Responsibilities :

Design, develop, and implement solutions using Genesys Cloud CX. Configure and enhance IVR, ACD, inbound/outbound call flows, routing strategies, and queues. Develop and maintain call flows using Architect and Genesys Cloud tools. Integrate Genesys Cloud with CRM, third-party applications, and enterprise platforms using APIs and web services. Configure voice, email, chat, messaging, and digital channels. Troubleshoot and resolve production issues related to contact center applications. Monitor system performance and optimize customer experience workflows. Participate in requirement gathering, solution design, testing, deployment, and support activities. Create technical documentation and provide knowledge transfer to support teams. Collaborate with business stakeholders and cross-functional teams for solution delivery

Additional Responsibilities:

Experience with CRM integrations such as Salesforce, ServiceNow, or similar platforms. Exposure to AWS/Azure cloud environments. Knowledge of Workforce Management and Quality Monitoring solutions. Genesys Cloud Certifications are an added advantage.

Technical and Professional Requirements:

Strong experience in Genesys Cloud CX. Hands-on experience with Contact Center and IVR Development. Knowledge of Call Routing, ACD, Dialer, Queue Management, and Reporting. Experience with Architect Flows, Voice Bots, and Chat Bots. Understanding of REST APIs, Web Services, and System Integrations. Experience in troubleshooting Genesys Cloud production issues. Knowledge of SIP, VOIP, CTI, and telephony concepts. Familiarity with Agile development methodology.