Genesys Engineer

We are looking for experienced Genesys Contact Center & IVR Professionals to design, develop, implement, and support enterprise contact center solutions. The ideal candidate should have hands-on experience in Genesys platforms, IVR development, call routing strategies, CTI integrations, contact center operations, and customer experience solutions.

Roles & Responsibilities

• Design, develop, and support Genesys Contact Center solutions.
• Configure and maintain IVR applications, call flows, routing strategies, and reporting solutions.
• Work on Genesys components such as GVP, Composer, IRD, Routing, SIP Server, UCS, CME, WFM, and Reporting tools.
• Develop and troubleshoot voice applications and self-service solutions.
• Integrate contact center platforms with CRM and third-party applications.
• Monitor system performance and ensure high availability of contact center environments.
• Perform root cause analysis and resolve production issues.
• Collaborate with business stakeholders to gather requirements and implement solutions.
• Participate in deployments, upgrades, migrations, and system enhancements.
• Required Skills
• Strong experience in Genesys Contact Center Platform.
• Hands-on experience in IVR Design & Development.
• Knowledge of Call Routing, SIP, CTI, Voice Gateway, and Telephony Concepts.
• Experience with Genesys Engage/Cloud CX environments.
• Understanding of Contact Center Operations and Customer Experience solutions.
• Experience with troubleshooting and production support.
• Basic knowledge of SQL, APIs, and integration technologies.
• Excellent communication and stakeholder management skills.

Technical Requirements

• Genesys Cloud CX Certifications.
• Experience in CRM integrations (Salesforce, Dynamics, ServiceNow, etc.).
• Exposure to AWS/Azure cloud environments.
• Understanding of reporting and analytics tools

Additional

• Mandatory Skills:
• Genesys Engage / Genesys Cloud CX
• Contact Center Technologies
• IVR Design & Development
• Call Routing & Call Flow Design
• SIP, CTI, Telephony Integration
• Voice Bots & Self-Service Applications
• Production Support & Troubleshooting
• Good to Have Skills:
• Salesforce / ServiceNow CRM Integration
• Java, .NET, APIs, Web Services
• SQL Database Knowledge
• AWS / Azure Cloud Exposure
• Reporting & Analytics Tools
• Workforce Management (WFM)