At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

Primary Job Responsibilities : Key Responsibilities :

- Architect and develop routing solutions based on business and product requirements.
- Develop and maintain routing strategies using service level, skill-based, data-supported, threshold-based, and multi-site routing criteria.
- Build and manage Data Actions and integrate APIs within Genesys Cloud Architect flows.
- Troubleshoot and resolve complex implementation and production issues.
- Provide L3 production support for routing and interaction-related issues.
- Manage code, configuration, and deployment processes across multiple environments.
- Manage release processes and handle configuration transfers across different environments.
- Conduct code reviews and offer technical mentorship and knowledge sharing within the team.
- Collaborate with Product Managers, Business Analysts, Architects,



and Engineers to build scalable enterprise contact center solutions.
- Analyze routing changes and understand their impact on reporting and analytics.
- Perform Genesys platform upgrades and support ongoing improvements.
- Keep up to date with Genesys Cloud features, capabilities, and customer service industry trends.
- Manage multiple projects simultaneously while balancing technical detail with overall business objectives.
- Participate in architecture discussions and contribute to strategic contact center initiatives.

Required Qualifications :

- At least 5 years of active experience building and sustaining Genesys Cloud Architect solutions.
- Extensive experience with contact center technologies, operations, and customer interaction strategies.
- Practical experience with Genesys multimedia routing encompassing Voice, Digital, and Outbound interactions.
- Solid understanding of Genesys Cloud Architect, Configuration, and routing concepts.
- Experience developing routing strategies based on: Service Levels

1. Skill-based routing : Routing based on information stored in databases

1. Threshold routing : Multi-site routing





- Experience crafting and integrating Data Actions and APIs within Architect flows.
- Solid capability to fix problems, debug, and analyze logs.
- Experience handling source control, release management, and configuration migrations.
- Strong understanding of enterprise architecture and large-scale contact center environments.
- Ability to work independently and prioritize multiple priorities in fast-paced environments.
- Excellent communication and collaboration skills.

Preferred Qualifications :

- Genesys Cloud certifications are highly preferred.
- Experience working with Genesys Rule Authoring Tool (GRAT) and Genesys Rules Engine (GRE).
- Experience supporting Conversational IVR and digital customer engagement solutions.
- Familiarity with REST APIs, JSON, and integration frameworks.
- Understanding of CRM integrations and customer service workflows.
- Experience with cloud-based contact center platforms and enterprise deployments.
- Ability to guide junior developers and offer technical direction.

Education : Bachelor’s degree in computer science, Telecommunications, Information Technology, or related field, or equivalent practical experience.

Additional Details

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📌 Genesys Architect Developer (Bengaluru)
🏢 Ebay
📍 Bengaluru