Position Overview:

We are seeking an experienced Genesys Cloud Engineer to design, implement, and

optimize contact center solutions using Genesys Cloud. The ideal candidate will

demonstrate expertise in architecting inbound call flows and in-queue flows, as well as

configuring and supporting advanced Genesys Cloud features to deliver seamless

customer experiences.

Key Responsibilities:

• Implement inbound call flows and in-queue flows using Genesys Cloud Architect

• Develop and manage Data Actions, Data Tables, and Triggers to enable dynamic and

data-driven workflows

• Configure and maintain Queues, Skills, Wrap Up Codes, Prompts, and Voicemail

Groups

• Design and deploy Scripts for agent guidance and customer interaction

• Establish and manage Emergency Groups and implement Schedule Changes to

ensure business continuity

• Track and report Flow Outcomes for continuous improvement of contact center

operations

• Develop Common Modules for reusability across call flows

• Implement Secure Call Flows to safeguard sensitive customer information





• Collaborate with stakeholders to gather requirements and translate them into

effective Genesys Cloud solutions

• Provide technical guidance and support for ongoing platform enhancements and

troubleshooting

• Utilize Azure DevOps to manage and document stories and features, ensuring transparent

requirements, acceptance criteria, and alignment with project objectives

• Utilize ServiceNow for incident, request, and change management within the ITSM

framework

• Demonstrate familiarity with CAB (Change Advisory Board) change request

processes, including submission, review, and implementation of changes to

production environments

• Willingness to participate in after-hours on-call support as needed to ensure system

stability and rapid issue resolution

Required Qualifications:

• Proven experience architecting and deploying Genesys Cloud solutions, including

inbound and in-queue call flows

• Strong knowledge

📌 Genesys Cloud Engineer (India)
🏢 Trigent Software
📍 India