Genesys Engineer

Infosys

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 REST 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.

Requirements & Tech Stack

• 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.
• 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.

Qualifications

• Genesys Cloud Certifications are an added advantage.