Job ID: HYI2026001 Full-Time Bengaluru, India

About the Role

We are looking for talented professionals to join our team. This role offers excellent growth opportunities and the chance to work on exciting projects.

Key Responsibilities

- Design and architect Genesys Cloud CX platform to integrate seamlessly with Salesforce Financial Services Cloud and Service Cloud Voice
- Develop comprehensive integration architecture using CX Cloud from Genesys packages (Core Services, Voice, Digital and AI, WEM, and Outbound)
- Create detailed technical documentation including call flows, data mapping, API integration patterns, and system architecture diagrams
- Design omnichannel routing strategies, IVR workflows, and intelligent call distribution logic within Genesys Architect
- Install, configure, and deploy CX Cloud from Genesys for Salesforce integration packages
- Build or migrate call flows using Genesys Architect including IVR menus, data actions, and script orchestration
- Configure Genesys Cloud APIs to synchronize data with Salesforce objects (Accounts, Contacts, Cases, Financial Accounts, etc.)
- Implement skills-based routing, queue management, and workforce engagement management (WEM) capabilities
- Configure screen pops, click-to-dial, automatic call logging, and CTI functionality within Salesforce
- Set up omnichannel capabilities including voice, chat, email, SMS, and social media integration
- Develop custom data actions and API integrations between Genesys Cloud and Salesforce using REST/SOAP APIs
- Create custom scripts and automation using Genesys Cloud scripting tools
- Design and implement intelligent routing strategies based on customer data, agent skills, and business rules




- Configure quality management, analytics, and reporting dashboards
- Implement workforce management (WEM) solutions for forecasting, scheduling, and adherence
- Set up outbound campaign management for proactive customer engagement
- Optimize IVR experiences using voice analytics and customer journey mapping

Requirements

- QualificationBachelor's degree in Computer Science, Information Technology or related field (or equivalent practical experience)
- Experience5+ Years

Required Skills

- 5+ years of hands-on experience with Genesys Cloud CX platform
- 5+ years designing and implementing complex Genesys integrations with CRM systems
- 2+ years working with Salesforce integrations (Financial Services Cloud and/or Service Cloud Voice preferred)
- Experience integrating Genesys with Financial Service Cloud is required
- Proven track record implementing contact center solutions in regulated industries (Financial Services, Healthcare, or Insurance)
- Expertise in Genesys Architect (call flow design, IVR configuration, data actions)
- Proficiency with CX Cloud from Genesys packages (Core Services, Voice, Digital and AI, WEM, Outbound)
- Deep knowledge of Genesys Cloud APIs (Platform API, Analytics API, Routing API)
- Experience with Genesys Scripting and custom integrations
- Knowledge of Workforce Engagement Management (WEM) - forecasting, scheduling, quality management
- Expertise in omnichannel routing and queue management
- Experience with voice analytics and speech/text analytics
- Familiarity with Genesys Cloud Developer Tools and SDKs
- Knowledge of Salesforce FSC data model and Service Cloud Voice configuration is a strong advantage
- Solid awareness of contact center best practices

📌 Genesys Cloud CX Integration Specialist (Bengaluru)
🏢 Hyniva
📍 Bengaluru