Job Title : Genesys Cloud CX/AI

Location : Bangalore/Pune

Work Type : Hybrid

Role Summary

ARA's Client is seeking a skilled Genesys Cloud CX/AI Engineer to design, configure, and optimize their enterprise Genesys Cloud CX environments. The ideal candidate will collaborate with various teams to deliver reliable and scalable contact center solutions.

Key Responsibilities

- Administer, configure, and support Genesys Cloud CX environments.
- Design and maintain IVR, ACD, queues, and call routing.
- Configure and support omnichannel capabilities including Voice, Chat, Email, and Messaging.
- Troubleshoot call routing, SIP, and telephony issues.
- Monitor platform health, performance, and contact center metrics.
- Develop and maintain reports and analytics using Genesys Cloud capabilities.
- Coordinate with support teams for issue resolution.
- Participate in migration and modernization initiatives.

Must-Have Qualifications

- 2.5-8 years of hands-on experience with Genesys Cloud CX.
- Strong knowledge of IVR, ACD,



and call routing.
- Experience with SIP, SIP trunking, and cloud telephony.
- Proficient in REST APIs and integrations.
- Genesys Cloud CX Certified Qualified certification.

Nice to Have

- Experience with Salesforce and ServiceNow integrations.
- Knowledge of AWS or Azure fundamentals.
- Familiarity with Python or PowerShell scripting.

Behavioral Competencies

- Strong ownership mindset.
- Excellent stakeholder communication.
- Proactive approach toward automation.
- Ability to work effectively in global environments.

Why Join Us

- ARA's Client offers a dynamic work environment with opportunities for growth.
- They are committed to innovation and excellence in technology.
- Employees are encouraged to take ownership and drive impactful projects.
- ARA's Client values diversity and inclusion in their workforce.

📌 Genesys Cloud (Bengaluru)
🏢 ARA Resources
📍 Bengaluru