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Lead Software Engineer - Genesys Cloud CX

Office in India: Pune
Genesys Platform& 2 others
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The Genesys Cloud CX Engineer takes ownership of architecting, building, configuring, and sustaining customer experience (CX) and contact center capabilities built on the Genesys Cloud CX platform. This position covers building out Architect flows, connecting systems, setting up routing logic, and keeping the platform running smoothly in support of broader business goals.

Responsibilities
  • Build, refine, and expand IVR/IVA flows through Genesys Architect
  • Construct and improve call routing logic, queue setups, skill assignments, schedules, and user configurations
  • Create chatbots leveraging Genesys Dialog Engine (NLU/NLP) across voice and digital communication channels
  • Build automated workflows using Genesys Cloud APIs, web services, and integrations with third-party systems
  • Set up telephony elements, including SIP trunks, DID routing, Edge configurations, and station setups
  • Turn on, configure, and provide ongoing support for digital channels such as chat, email, messaging, and social platforms
  • Roll out new capabilities, enhancements, and platform updates as part of ongoing improvement efforts
  • Connect Genesys Cloud CX with outside systems, including CRM, ticketing, and authentication platforms
  • Apply REST APIs, webhooks, and event streaming to address custom business needs
  • Work alongside development teams to support middleware and backend system integration
  • Track platform health, call flow behavior, interaction pathways, and overall performance
  • Investigate root causes behind call failures, routing problems, and telephony-related issues
  • Deliver L2/L3 technical support for incidents, coordinating with Genesys Care when escalation is needed
  • Develop dashboards and tailored reports using Genesys Analytics tools, such as Interaction Insights and Performance Dashboards
  • Evaluate KPIs including SLA adherence, AHT, abandonment rates, agent output, and flow efficiency
  • Suggest improvements grounded in data-driven analysis
  • Administer user roles, permission levels, and access controls
  • Uphold SSO configuration, data privacy protections, and compliance requirements
  • Coordinate with CX, IT, development, WFM, and business teams to address operational requirements
  • Maintain documentation covering configurations, flows, integrations, and release updates
Requirements
  • Between 8 and 15 years of background in Genesys Cloud CX engineering or development work
  • Solid, hands-on expertise across the following areas:
  • Architect flow design, covering call flows, IVRs, and bots
  • Routing strategies, including ACD, skills-based routing, preferred agent, and bullseye routing
  • Telephony fundamentals, such as SIP, trunks, and call control
  • Digital channel management, including chat, email, and messaging
  • Background working with:
  • REST APIs, JSON, and web services
  • OAuth and SSO/IdP integrations, such as Azure AD, Okta, or Ping
  • Foundational cloud networking knowledge, with AWS or Azure preferred
  • Sharp problem-solving skills paired with strong analytical thinking
  • Strong communication abilities suited to both technical and business audiences
  • Comfort operating within fast-moving, agile work environments
Nice to have
  • Genesys Cloud CX Certified Professional (GCX-P) credential
  • Genesys Cloud Architect certification
  • ITIL Foundation certification (a plus)
  • Background working with AI-driven bots, sentiment analysis, and speech analytics
  • Experience handling contact center migrations, such as moving from Avaya, Cisco, or Genesys Engage to Cloud CX
  • Working knowledge of scripting languages, including Python, PowerShell, or JavaScript