Job Summary

We are looking for a skilled Genesys Cloud CX & Pure Engage Engineer having 2 - 10 yrs with robust expertise in Contact Center solutions, IVR development, Architect Flows, routing strategies, API integrations, Workforce Management, and omnichannel platforms. The candidate should have hands-on experience supporting enterprise-scale contact centers and driving design, implementation, and production support activities.

Key Responsibilities

- Develop and maintain Genesys Cloud CX Architect Flows including Inbound Call, Inbound Message, Common Module, In-Queue Call, and Secure Call Flows.

- Configure and manage ACD Queues, Skills, Routing Profiles, Divisions, Permissions, Locations, and Sites

- Design and support IVR solutions using Genesys Composer, IRD, and Architect

- Integrate third-party applications with Genesys Cloud using REST APIs, Data Actions, and OAuth.

- Configure and support Outbound Campaigns including Predictive, Progressive, Preview, and Blended dialing

- Troubleshoot Genesys Cloud CX and Engage environments using logs, execution history, and participant data.





- Manage Workforce Management (WFM), Quality Management (QM), and reporting solutions.

- Support production incidents, UAT activities, deployments, and change management processes.

- Work closely with business stakeholders to gather requirements and implement scalable contact center solutions.

- Create SOPs, technical documentation, and knowledge-transfer documents.

Required Skills

- Genesys Cloud CX

- Genesys Pure Engage

- Architect Flows

- IVR Development

- ACD Routing

- Queue Management

- Workforce Management

- Quality Management

- Data Actions

- REST APIs

- OAuth

- Postman

- MS SQL

- Contact Center Technologies

- Omnichannel Solutions

- JIRA

- VoIP Technologies

- Production Support (L2/L3)

Preferred Skills

- GenAI Chatbots

- Voice Bots

- Genesys Script

- AudioCodes

- API Integrations

- BFSI Domain Experience

- VAPT & Application Security Remediation

- Cloud Contact Center Migration Projects

📌 Genesys Cloud Architect (Bengaluru)
🏢 Infosys
📍 Bengaluru