Genesys cloud

Infosys; Pune District, Mumbai, Bengaluru; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Infosys in Pune, India, is seeking a Genesys Contact Center Engineer/Genesys Developer with 1–5 years of hands-on experience in developing, configuring, and supporting enterprise contact center solutions. You will work on Genesys Cloud CX or Genesys Engage, IVR development, call routing, and contact center operations to deliver seamless customer engagement experiences.

The role involves designing and maintaining contact center solutions, building IVR applications, configuring routing and queues,

Qualifications

• 1–5 years of experience in Contact Center technologies.
• Hands-on experience with Genesys Cloud CX or Genesys Engage.
• Strong knowledge of IVR development, call routing, ACD, and contact center workflows.
• Experience in designing and configuring contact flows and customer journeys.
• Knowledge of SIP, VOIP, CTI, and telephony concepts.
• Experience with REST APIs, web services, and system integrations.
• Understanding of omnichannel support including Voice, Chat, Email, and Messaging.
• Strong troubleshooting, analytical, and communication skills.

Responsibilities

• Design, develop, and maintain Genesys contact center solutions.
• Build and enhance IVR applications, call flows, routing strategies, and self-service solutions.
• Configure queues, skills, routing profiles, campaigns, and agent desktops.
• Develop and support inbound, outbound, and omnichannel customer interaction solutions.
• Integrate Genesys platform with CRM systems, databases, and third-party applications.
• Troubleshoot and resolve issues related to call flows, routing, CTI, and agent functionality.
• Monitor system performance and ensure high availability of contact center services.
• Collaborate with business stakeholders to gather requirements and implement enhancements.
• Participate in deployment, testing, maintenance, and production support activities.

Skills

Genesys Cloud CX

Genesys Engage

IVR development

Call routing

ACD

Contact center workflows

REST APIs

Web services

System integrations

Omnichannel support

SIP/VOIP

Education

Bachelor's Degree in Computer Science/Information Technology

Tools

Salesforce

ServiceNow

Microsoft Dynamics

Zendesk

Job description

Job Title

Genesys Contact Center Engineer / Genesys Developer

Experience

15 Years

Job Summary

We are seeking a talented Genesys Contact Center Engineer with 1–5 years of experience in developing, configuring, and supporting enterprise contact center solutions. The ideal candidate should possess hands‑on experience with Genesys Cloud/Genesys Engage, IVR development, call routing, and contact center operations to deliver seamless customer engagement experiences.

Key Responsibilities

• Design, develop, and maintain Genesys contact center solutions.
• Build and enhance IVR applications, call flows, routing strategies, and self‑service solutions.
• Configure queues, skills, routing profiles, campaigns, and agent desktops.
• Develop and support inbound, outbound, and omnichannel customer interaction solutions.
• Integrate Genesys platform with CRM systems, databases, and third‑party applications.
• Troubleshoot and resolve issues related to call flows, routing, CTI, and agent functionality.
• Monitor system performance and ensure high availability of contact center services.
• Collaborate with business stakeholders to gather requirements and implement enhancements.
• Participate in deployment, testing, maintenance, and production support activities.

Required Skills

• 1–5 years of experience in Contact Center technologies.
• Hands‑on experience with Genesys Cloud CX or Genesys Engage.
• Strong knowledge of IVR development, call routing, ACD, and contact center workflows.
• Experience in designing and configuring contact flows and customer journeys.
• Knowledge of SIP, VOIP, CTI, and telephony concepts.
• Experience with REST APIs, web services, and system integrations.
• Understanding of omnichannel support including Voice, Chat, Email, and Messaging.
• Strong troubleshooting, analytical, and communication skills.

Preferred Skills

• Experience with Architect, Genesys Routing, Workforce Management (WFM), and Reporting.
• Knowledge of CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics, or Zendesk.
• Familiarity with cloud platforms and customer experience solutions.
• Genesys certifications are an added advantage.

Educational Qualification

• Bachelor's Degree in Computer Science, Information Technology, or related field.