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 settings 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 (India)
🏢 Infosys
📍 India