Genesys Engineer
Infosys
Bengaluru East, Karnataka, India3h agovia LinkedIn
This job at a glance
- Who can apply
- Freshers
- Must know
- Lead generationREST APIsHelp deskSalesforceCRMTroubleshooting
- Work
- On-site in Bengaluru East
- Pay
- Not stated by the employer.
- Skill demand
- REST APIs46%Help desk13%Salesforce4%Lead generation1%of 99 similar fresher jobs posted in India this week
- Listed
- 10 Nov 2026 · still open
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About the Role
Genesys Engineer at 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 (e.g., Salesforce, ServiceNow), 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 (e.g., 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.