Job Description

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.

Additional Responsibilities:

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)

Technical and Professional 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