Job Summary

We are looking for an experienced Genesys Cloud CX Engineer to design, implement, configure, integrate, and support cloud-based contact center solutions using Genesys Cloud CX. The ideal candidate will have solid experience in Genesys Cloud architecture, voice and digital channels, IVR, routing, integrations, troubleshooting, and contact center technologies.

The candidate will work closely with business stakeholders, architects, developers, and operations teams to deliver scalable and reliable customer experience solutions.

Key Responsibilities
Design, configure, and implement Genesys Cloud CX solutions based on business and contact center requirements.
Configure Inbound and Outbound Voice, IVR, Architect flows, queues, skills, users, roles, and routing strategies.
Develop and maintain Genesys Cloud Architect call flows and customer journeys.
Configure ACD, routing, skills-based routing, queue management,



and agent utilization.
Implement and support digital channels such as Web Messaging, SMS, Email, and Social/Messaging, as applicable.
Configure and manage Genesys Cloud telephony, SIP, trunks, DID numbers, and call flows.
Integrate Genesys Cloud with CRM and enterprise applications such as Salesforce, ServiceNow, Microsoft Dynamics, or custom applications.
Work with Genesys Cloud APIs, Data Actions, Web Services, and webhooks to implement integrations.
Configure and troubleshoot screen pops, customer data, call controls, and agent desktop integrations.
Develop and maintain Architect flows, scripts, prompts, schedules, and business logic.
Configure Analytics, dashboards, reports, and performance metrics for contact center operations.

📌 Genesys Cloud Cx Consultant Bengaluru
🏢 Cerebra
📍 Bengaluru