Role & responsibilities
- Configure, administer, and customize Genesys Cloud CX components including queues, routing, Architect flows, users, permissions, divisions, and telephony.
- Design, develop, and maintain Inbound and Outbound IVR call flows using Genesys Architect.
- Support contact center operations by troubleshooting call routing, audio quality, SIP signaling, telephony, and network-related issues.
- Monitor production environments, investigate incidents, perform root cause analysis, and implement preventive solutions.
- Implement and manage customer experience features including Surveys, Co-browse, Knowledge Base, and Digital Channels.
- Build and integrate Genesys Cloud with enterprise applications using REST APIs, WebSockets, OAuth 2.0 authentication, Data Actions, and Web Services.

Preferred candidate profile
- 56 years of experience implementing and supporting Genesys Cloud CX solutions.
- Experience configuring Queues, Routing, Skills, Divisions, Roles, Permissions, and Telephony.




- Strong expertise in Genesys Architect for inbound and outbound call flow development.
- Knowledge of SIP, VoIP, telephony protocols, and contact center networking fundamentals.
- Strong troubleshooting skills for production support, call quality issues, routing problems, and API
- Robust knowledge of REST APIs, Data Actions, OAuth 2.0, WebSockets, JSON, and JavaScript.
- Experience integrating Genesys Cloud with CRM platforms such as Salesforce, ServiceNow, Microsoft Dynamics, or other third-party systems.
- Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems.
- Experience in creating Genesys dashboards, reports, analytics, and performance monitoring solutions.
- Familiarity with Agile/Scrum development methodologies and DevOps practices.

Desired: Genesys Cloud CX Professional or Architect Certification

📌 Telecom Engineer (Bengaluru)
🏢 Tech Smcsquared Gcc
📍 Bengaluru