- We are seeking an experienced Genesys Cloud Engineer Developer with 5 9 years of experience in Contact Center technologies
- The ideal candidate should have robust expertise in Genesys Cloud CX IVR Development Contact Center Solutions Call Routing APIs and Integrations
- The candidate will be responsible for designing implementing enhancing and supporting enterprise contact center solutions
Key Responsibilities:
- Design develop and implement solutions using Genesys Cloud CX
- Configure and enhance IVR ACD inbound outbound call flows routing strategies and queues
- Develop and maintain call flows using Architect and Genesys Cloud tools
- Integrate Genesys Cloud with CRM third party applications and enterprise platforms using APIs and web services
- Configure voice email chat messaging and digital channels
- Troubleshoot and resolve production issues related to contact center applications
- Monitor system performance and optimize customer experience workflows
- Participate in requirement gathering solution design testing deployment and support activities
- Create technical documentation and provide knowledge transfer to support teams
- Collaborate with business stakeholders and cross functional teams for solution delivery
Technical Requirements:
- Strong experience in Genesys Cloud CX
- Hands on experience with Contact Center and IVR Development
- Knowledge of Call Routing ACD Dialer Queue Management and Reporting
- Experience with Architect Flows Voice Bots and Chat Bots
- Understanding of REST APIs Web Services and System Integrations
- Experience in troubleshooting Genesys Cloud production issues
- Knowledge of SIP VOIP CTI and telephony concepts
- Familiarity with Agile development methodology
Additional Responsibilities:
- Experience with CRM integrations such as Salesforce ServiceNow or similar platforms
- Exposure to AWS Azure cloud environments
- Knowledge of Workforce Management and Quality Monitoring solutions
- Genesys Cloud Certifications are an added advantage