Genesys Cloud CX Specialist

Job Description

Roles & Responsibilities :

We are looking to onboard an experienced Genesys Cloud CX Specialist / Solution Architect from a vendor or system integrator to support design, configuration, and rapid implementation of contact center solutions built on Genesys Cloud CX.

This role is hands-on and delivery-driven, not advisory-only. The resource is expected to independently design and configure IVR flows, routing strategies, and AI capabilities, and support end-to-end implementation activities across multiple business units.

Scope of Work & Responsibilities

Genesys Cloud CX Architecture

. Design and implement end-to-end Genesys Cloud CX solutions covering voice, digital, and AI use cases.

. Own solution architecture decisions aligned with business, operational, and CX KPIs.

. Support multi-queue, multi-BU, and high-volume contact center environments.

IVR & Routing Configuration

. Design and configure Architect-based IVR flows, including:

o Complex inbound routing logic

o Skill-based, data-driven, and priority routing

o Time-of-day, holiday, and regional routing

. Optimize routing strategies to improve FCR, AHT, and CSAT.

AI & Automation Capabilities

. Implement and configure Genesys AI features, including:

o Predictive routing

o Agent Assist and AI-powered guidance

o Conversation summaries and intent recognition

. Design and deploy conversational bots using AI Studio:

o Intent modelling and training

o Voice and digital bot flows

o Seamless bot-to-agent handover

. Configure AI Guides for real-time agent support and compliance prompts.

Integration & Technical Enablement

. Support integrations with CRM and backend systems using:

o REST APIs

o Webhooks

o Genesys Cloud APIs

. Collaborate with internal and external teams during integration, testing, and go-live.

Delivery & Support

. Rapid implementation of changes, enhancements, and new use cases.

. Support UAT, production deployment, and post-go-live stabilization.

. Troubleshoot complex IVR, routing, AI, and interaction issues.

. Provide technical documentation and knowledge transfer where required.

Required Skills & Experience

Mandatory

. Strong hands-on experience with Genesys Cloud CX (minimum 3-4 years within total 5-7 years experience).

. Deep expertise in:

o Architect (IVR & routing)

o Queues, skills, routing strategies

o Inbound voice and digital channels

. Proven experience delivering production-ready solutions under tight timelines.

AI & Advanced Features

. Practical experience with:

o AI Studio

o AI Guides

o Genesys AI capabilities (Agent Assist, predictive routing, conversational AI)

. Ability to design real-world conversational journeys (not just demos).

Professional Skills

. Strong problem-solving and troubleshooting skills.

. Ability to work independently with minimal supervision.

. Clear communication with technical teams, operations, and business stakeholders.

Certifications (Preferred)

. Genesys Cloud CX certifications such as:

o Genesys Cloud CX - Professional

o Genesys Cloud CX - Architect

o Genesys Cloud CX - Developer (good to have)

Vendor Expectations

. Resource must be deployable immediately or with minimal onboarding.

. Experience working as part of vendor-led or SI-led implementations is mandatory.

. Ability to support multiple workstreams or BUs in parallel is highly preferred.

. Knowledge transfer and documentation may be required as part of engagement closure.

Qualifications

Experience :

5-7 years (Mid-Senior Level)