Location: Bangalore

Experience: 8+

Job Type: Full time

About the Company

We are looking for a skilled Genesys Cloud Contact Center Engineer with 8+ years of experience in designing, implementing, and supporting cloud-based contact center solutions. The ideal candidate should have strong hands-on experience with Genesys Cloud CX, IVR development, call routing, integrations, reporting, and troubleshooting.

About the Role

We are looking for a skilled Genesys Cloud Contact Center Engineer with 4+ years of experience in designing, implementing, and supporting cloud-based contact center solutions. The ideal candidate should have strong hands-on experience with Genesys Cloud CX, IVR development, call routing, integrations, reporting, and troubleshooting.

Responsibilities

- Configure, administer, and support Genesys Cloud CX environment.
- Design and develop IVR, call flows, routing strategies, queues, and skills-based routing.
- Manage inbound, outbound, email, chat, messaging, and digital channels.
- Integrate Genesys Cloud with CRM and third-party applications using APIs.
- Monitor platform performance and ensure high availability and service quality.
- Troubleshoot call flow, routing,



and telephony-related issues.
- Configure user provisioning, roles, permissions, and security settings.
- Generate and analyze operational reports, dashboards, and workforce metrics.
- Support upgrades, enhancements, and migration activities.
- Collaborate with business stakeholders and technical teams to implement new requirements.

Qualifications

- 4+ years of experience in Contact Center technologies.

Required Skills

- Hands-on experience with Genesys Cloud CX administration and configuration.
- Strong knowledge of IVR, ACD, call routing, queues, and interaction management.
- Experience with Architect, Flow Designer, Routing, and Workforce Engagement modules.
- Understanding of SIP, VoIP, telephony, and contact center operations.
- Experience with REST APIs, web services, and system integrations.
- Knowledge of reporting, analytics, and performance monitoring.
- Strong troubleshooting and problem-solving skills.

Preferred Skills

- Experience with cloud-based contact center solutions.
- Familiarity with CRM systems and integrations.

📌 Contact Center Specialist (Bengaluru)
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📍 Bengaluru