Genesys Engineer

Role: Genesys Engineer

Duration: 6 months +

Location: India (Remote)

Mandatory Skills

Experience:

• Expertise in Genesys Cloud CX
• IVA/Conversational AI, GenAI agent assist, and speech/text analytics.
• CRM/ITSM integration, WEM/WFO, and automation experience.
• Strong client-facing and orals leadership skills.

Roles and Responsibilities

• Define target-state architecture and migration roadmap for CCaaS and omnichannel engagement.
• Design IVA/Conversational AI, Agent Assist, and analytics solutions.
• Integrate CRM (Salesforce/Dynamics/Siebel), WFM/WFO, and telephony/SBC.
• Ensure compliance (PII, PCI), observability.
• Lead orals, solution governance, and vendor management.