We are looking for an experienced engineer to design, develop, and maintain our cloud-based contact centre and conversational AI solutions. This is a dual-focused role requiring equal proficiency in Genesys Cloud CX and Google Dialogflow / Google CES AI Agents (or equivalent AI Voice/Bot platforms). You will drive automation, enhance customer experience, and ensure seamless integration across platforms.

What You'll Do

Genesys Cloud CX
Build and optimize inbound call flows, IVR, and email flows using Genesys Architect with robust error handling and reusability.
Configure Web Messaging, Email, Work Items, and Workflows for omnichannel routing and process automation.
Design Agent Scripts and Screen Pops with CRM-based integrations.
Create integrations, data actions, and webhooks using REST APIs for connectivity with SAP, GCP, and other external systems.
Manage queue configuration, ACD routing, and skills-based routing.
Build reports, dashboards, and analytics views using native Genesys Cloud reporting tools.
Manage DevOps and CI/CD pipelines using Archy, Terraform, or similar frameworks.

Conversational AI Voice Bots & Virtual Agents




Design and maintain Google Dialogflow CX/ES virtual agents and Google CES AI Agents, including intent/entity design, flow building, NLU training, and webhook fulfillment.
Apply voice engineering best practices – STT/TTS configuration and tuning, DTMF handling, barge-in and interruption management, silence/timeout handling, and graceful error recovery.
Design Voice UX following best guiding principles – transparent and concise prompts, progressive disclosure, confirmation strategies, appropriate pacing, and empathetic tone for natural voice bot interactions.
Integrate voice bots with Genesys Cloud CX for seamless bot-to-agent handoff.
Continuously improve bot performance through analytics, conversation logs, and NLU tuning.

Cross-Functional
Work closely with CRM teams, particularly SAP CRM, ensuring seamless data flow, case management, and platform integration.
Troubleshoot production issues across voice, email, digital, and bot channels.
Participate in Agile ceremonies – requirements gathering, solution design, and sprint planning.
Maintain technical documentation, data dictionaries, and solution architecture artifacts.

📌 Genesys Cloud Contact Centre & Ai Voice Bot Engineer Bengaluru
🏢 Tenarai Technologies
📍 Bengaluru