Genesys Cloud

Sigma Allied Services; Hyderabad, Pune District, Bengaluru; Remote; INR 900,000 - 1,300,000; Full time

Job summary

Sigma Allied Services seeks a Genesys Cloud Engineer to design, configure, implement, and support Genesys Cloud CX solutions across India. You will handle inbound/outbound flows, IVR, routing, queues and Architect flows, plus integrate with CRM systems and APIs.

Strong troubleshooting, collaboration with IT and business teams, and production support are expected. The ideal candidate has hands-on Genesys Cloud CX experience, SIP/telephony knowledge, and excellent problem-solving and communication

Qualifications

• Hands-on experience configuring, implementing, supporting, and troubleshooting Genesys Cloud CX.
• Strong understanding of contact center operations, voice technologies and CX solutions.
• Experience with inbound/outbound call flows, IVR, routing, queues and Architect flows.
• Experience in incident management and production support.
• Good analytical, problem-solving and communication skills.

Responsibilities

• Configure and support Genesys Cloud CX applications and contact center solutions.
• Work on inbound and outbound call flows, IVR, routing, queues, and Architect flows.
• Configure users, roles, skills, routing rules, and contact center settings.
• Troubleshoot voice, telephony, call routing, and integration-related issues.
• Support integrations with CRM systems and third-party applications.
• Monitor contact center performance and resolve technical issues.
• Collaborate with business and technical teams to understand requirements and deliver solutions.
• Participate in testing, deployment, upgrades, and production support activities.

Skills

Genesys Cloud CX

Genesys Architect

IVR

Call routing

SIP & Telephony

Troubleshooting

Education

Bachelor's Degree

Tools

CRM Integrations

APIs

Job description

Role & responsibilities

Job Title: Genesys Cloud Engineer

Experience: 2-18+ Years

Location: Pan India

Qualification: Bachelor's Degree / Any relevant full-time graduation

Job Description

We are looking for an experienced Genesys Cloud Engineer with hands-on experience in configuring, implementing, supporting, and troubleshooting Genesys Cloud CX solutions. The candidate should have a strong understanding of contact center operations, voice technologies, and customer experience solutions.

Key Responsibilities

• Configure and support Genesys Cloud CX applications and contact center solutions.
• Work on inbound and outbound call flows, IVR, routing, queues, and Architect flows.
• Configure users, roles, skills, routing rules, and contact center settings.
• Troubleshoot voice, telephony, call routing, and integration-related issues.
• Support integrations with CRM systems and third-party applications.
• Monitor contact center performance and resolve technical issues.
• Collaborate with business and technical teams to understand requirements and deliver solutions.
• Participate in testing, deployment, upgrades, and production support activities.

Required Skills

• Minimum 3 years of hands-on experience with Genesys Cloud CX.
• Strong knowledge of Genesys Architect, IVR, call flows, queues, and routing.
• Experience with inbound/outbound voice processes and contact center operations.
• Knowledge of SIP, telephony, and voice troubleshooting.
• Experience in incident management and production support.
• Good analytical, problem-solving, and communication skills.

Good to Have

• Experience with CRM integrations and APIs.
• Knowledge of WebRTC, SIP trunking, and contact center reporting.
• Experience with Genesys Cloud CX implementation and configuration.
• Familiarity with Agile methodologies and ITIL processes.