Senior Software Engineer - Genesys Cloud CX Engineer

Office in India: Pune

Genesys Platform

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We are seeking a Senior Software Engineer - Genesys Cloud CX Engineer to join our team, focusing on the design, administration and optimization of Genesys Cloud CX solutions for enterprise contact centers.

Responsibilities

Design and administer Genesys Cloud CX environments for contact center operations
Develop and optimize Architect IVR flows and call routing strategies
Implement and manage interaction routing including ACD, Skills, Preferred Agent Routing and Bullseye Routing
Integrate digital channels such as email, chat and messaging into the contact center platform
Utilize APIs and webhooks for system integrations and automation
Oversee Workforce Management (WFM) and Quality Management (QM) functionalities
Apply SSO and identity management best practices within Genesys Cloud CX
Collaborate with cross-functional teams to deliver robust solutions
Document technical designs, configurations and processes
Analyze and resolve complex technical issues related to Genesys Cloud CX

Requirements

5–8 years of working experience with Genesys Cloud CX administration or engineering
Knowledge of Architect IVR design, call routing concepts and contact center operations
Expertise in interaction routing including ACD, Skills, Preferred Agent Routing and Bullseye Routing
Proficiency in digital channels integration such as email, chat and messaging
Competency in APIs, REST APIs and webhooks for integrations
Background in Workforce Management (WFM) and Quality Management (QM)
Understanding of SSO and identity management
Skills in analytical thinking, problem-solving and communication
Capability to work independently and collaborate with cross-functional teams
Qualifications in technical documentation

Nice to have

Knowledge of AWS, Azure or cloud networking
Exposure to scripting
Experience with speech and text analytics