Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Unified Communication and Collaboration Operations
Good to have skills : NA
Minimum 3 Year(s) Of Experience Is Required
Educational Qualification : 15 years full time education
Summary:
We are seeking an experienced Genesys Cloud CX Engineer with at least 3 years of hands on expertise in implementing, configuring, and supporting Genesys Cloud CX solutions. The ideal candidate should have strong knowledge of contact center technologies, API integrations, IVR/flow design, troubleshooting, and operational support in a cloud environment.
Roles & Responsibilities:
- Genesys Cloud CX Implementation & Configuration (Must Have)
- Configure and manage Genesys Cloud CX components including:
- Queues, Skills, Groups, User Profiles
- Architect Flows (Inbound/Outbound Voice, Chat, Email and Fax)
- Routing Strategies, Call Flows & IVR design
- Manage Omni-channel routing and digital interactions (Voice, Chat, Email, Fax, WhatsApp, Messaging APIs)
- Set up WFM/WEM features such as quality management, forecasting, and scheduling.
- Operational Support & Troubleshooting (Must Have)
- Provide L2/L3 support for production issues and platform performance.
- Troubleshoot call-flow errors, routing failures, chat/email issues.
- Monitor system health using Genesys Cloud admin tools and dashboards.
- Collaborate with vendors and internal teams for escalations.
- Reporting & Analytics (Must Have)
- Create and maintain reports using:
- Genesys Cloud Analytics
- Dashboards & Performance views
- Analyze call trends, agent performance, SLAs, and routing efficiency.
- Security, Compliance & Administration (Must Have)
- Manage roles, permissions, and security profiles.
- Ensure compliance with organizational security and data policies.
- Support user provisioning, call recording policies, and retention rules.
- Solution Development & Integration (Good to Have)
- Develop and maintain Genesys Architect Flows using:
- Call/Chat flows
- Data Actions
- Web Services integrations (REST APIs / OAuth)
- Integrate Genesys Cloud with CRM/ITSM tools (Salesforce, ServiceNow, Dynamics)
- Build and test custom integrations using Genesys APIs, webhooks, and SDKs.
Professional & Technical Skills:
- Genesys Cloud Certifications (GCX, Professional/Architect).
- Experience with scripting (Python, JavaScript) for automation.
- Experience with CRM integrations (Salesforce).
- Exposure to conversational AI, chatbots, or Dialogflow.
- 3+ years of hands-on experience with Genesys Cloud CX.
- Strong understanding of:
- ACD, IVR, Routing Logic
- Workforce Engagement Management
- SIP/VoIP fundamentals
- Experience with Genesys Architect and Data Actions.
- Proficiency with REST APIs, JSON, and OAuth.
- Familiarity with cloud platforms (AWS, Azure preferred).
- Ability to troubleshoot complex contact center issues.
- Good communication and client-facing skills.
Additional Information:
- The candidate should have minimum 3 years of experience in Unified Communication and Collaboration Operations.
- This position is based at our Bengaluru office.
- A 15 years full time education is required., 15 years full time education
