Job Title

Genesys Contact Center Engineer / Genesys Developer

Experience

15 Years

Job Summary

We are seeking a talented Genesys Contact Center Engineer with 1–5 years of experience in developing, configuring, and supporting enterprise contact center solutions. The ideal candidate should possess hands-on experience with Genesys Cloud/Genesys Engage, IVR development, call routing, and contact center operations to deliver seamless customer engagement experiences.

Key Responsibilities

- Design, develop, and maintain Genesys contact center solutions.
- Build and enhance IVR applications, call flows, routing strategies, and self-service solutions.
- Configure queues, skills, routing profiles, campaigns, and agent desktops.
- Develop and support inbound, outbound, and omnichannel customer interaction solutions.
- Integrate Genesys platform with CRM systems, databases, and third-party applications.
- Troubleshoot and resolve issues related to call flows, routing, CTI, and agent functionality.
- Monitor system performance and ensure high availability of contact center services.
- Collaborate with business stakeholders to gather requirements and implement enhancements.
- Participate in deployment, testing,



maintenance, and production support activities.

Required Skills
- 1–5 years of experience in Contact Center technologies.
- Hands-on experience with Genesys Cloud CX or Genesys Engage.
- Solid knowledge of IVR development, call routing, ACD, and contact center workflows.
- Experience in designing and configuring contact flows and customer journeys.
- Knowledge of SIP, VOIP, CTI, and telephony concepts.
- Experience with REST APIs, web services, and system integrations.
- Understanding of omnichannel support including Voice, Chat, Email, and Messaging.
- Strong troubleshooting, analytical, and communication skills.

Preferred Skills
- Experience with Architect, Genesys Routing, Workforce Management (WFM), and Reporting.
- Knowledge of CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics, or Zendesk.
- Familiarity with cloud platforms and customer experience solutions.
- Genesys certifications are an added advantage.

Educational Qualification
- Bachelor's Degree in Computer Science, Information Technology, or related field.

📌 Genesys cloud (Bengaluru)
🏢 Infosys
📍 Bengaluru