Job Description Location: Bangalore
n Experience: 8+
n Job Type: Full-Time
n About the Company
n 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.
n About the Role
n 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.
n Responsibilities
n n Configure, administer, and support Genesys Cloud CX environment.
n Design and develop IVR, call flows, routing strategies, queues, and skills-based routing.
n Manage inbound, outbound, email, chat, messaging, and digital channels.
n Integrate Genesys Cloud with CRM and third-party applications using APIs.
n Monitor platform performance and ensure high availability and service quality.
n Troubleshoot call flow, routing,



and telephony-related issues.
n Configure user provisioning, roles, permissions, and security settings.
n Generate and analyze operational reports, dashboards, and workforce metrics.
n Support upgrades, enhancements, and migration activities.
n Collaborate with business stakeholders and technical teams to implement current requirements.
n n Qualifications
n n 4+ years of experience in Contact Center technologies.
n n Required Skills
n n Hands-on experience with Genesys Cloud CX administration and configuration.
n Strong knowledge of IVR, ACD, call routing, queues, and interaction management.
n Experience with Architect, Flow Designer, Routing, and Workforce Engagement modules.
n Understanding of SIP, VoIP, telephony, and contact center operations.
n Experience with REST APIs, web services, and system integrations.
n Knowledge of reporting, analytics, and performance monitoring.
n Strong troubleshooting and problem-solving skills.
n n Preferred Skills
n n Experience with cloud-based contact center solutions.
n Familiarity with CRM systems and integrations.
n

📌 Contact Center Specialist (Bengaluru)
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