EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an chance to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential._

The Genesys Cloud CX Engineeris responsible for designing, developing, configuring, and maintaining customer experience (CX) and contact center solutions using the Genesys Cloud CX platform. This role involves building Architect flows, integrating systems, configuring routing strategies, and ensuring optimal platform performance to support business objectives.

Responsibilities
- Design, develop, and enhance IVR/IVA flows using Genesys Architect
- Build and optimize call routing strategies, queues, skills,



schedules, and user configurations
- Develop bots using Genesys Dialog Engine (NLU/NLP) for voice and digital channels
- Create automation workflows using Genesys Cloud APIs, web services, and 3rd‑party integrations
- Configure telephony components including SIP trunks, DID routing, Edge settings, and station setups
- Deploy new features, enhancements, and platform updates as part of continuous improvement
- Integrate Genesys Cloud CX with external systems (CRM, ticketing, authentication systems)
- Utilize REST APIs, webhooks, and event streams for custom use cases
- Collaborate with development teams to support middleware or backend integrations
- Monitor performance, call flows, interaction paths, and platform health
- Perform root-cause analysis of call failures, routing issues, and telephony problems
- Provide L2/L3 technical support for incidents and collaborate with Genesys

📌 Lead Software Engineer (Pune)
🏢 EPAM Systems
📍 Pune