Genesys Cloud Contact Center Engineer

CosMicIT; Hyderabad; On-site; INR 3,200,000 - 5,000,000; Full time

Job summary

CosMicIT is seeking a senior Genesys Cloud Contact Center Engineer to manage enterprise-grade contact center operations for a Swiss pharmaceutical client. You will own incident management, routing engineering, WEM, and system integrations while guiding L1–L3 teams.

The role emphasizes admin of Genesys Cloud tenants, Architect flows, and security controls, with exposure to CRM integrations such as ServiceNow, Salesforce, and Dynamics. Strong ITSM and RCA capabilities are required.

Qualifications

• Advanced experience managing Genesys Cloud environments including org structure, divisions, queues, skills, RBAC and audit logs.
• Deep knowledge of IVR, business hours setup, routing by priority/skill, and emergency fallback handling.
• Experience with WEM, analytics, dashboards, and reporting for contact center operations.
• Hands-on debugging of API integrations (ServiceNow, Salesforce, Dynamics) with OAuth, SSO/MFA, and SIEM event logging.
• Solid ITSM practice across incident, problem, change, release and RCA processes.

Responsibilities

• Administer Genesys Cloud tenants and Architect flows; validate release impacts in non-prod environments.
• Resolve complex incidents affecting call routing, queue performance, WEM, and analytics.
• Troubleshoot integrations with CRM systems and ensure secure access controls.
• Maintain dashboards, data exports and BI integrations for operations; support RCA and runbooks.

Skills

Genesys Cloud Administration

Architect Flow Management

WEM & Analytics

Integration & Security Troubleshooting

ITSM Processes

Tools

ServiceNow

Salesforce

Dynamics

OAuth

SIEM

Job description

Job Title: Genesys Cloud Contact Center Engineer

Location: Primary – Hyderabad / Secondary – Delhi NCR

Target Experience: 6–10 Years

Reporting To: Communications & Collaboration / Digital Workplace Services Tower Lead About the Role & ProjectJoin an enterprise IT operations team supporting a major Swiss-based pharmaceutical company within the Communications & Collaboration Services division. As an L3 Genesys Cloud Contact Center Engineer, you will own advanced, business-critical contact center operations—handling incident management, routing engineering, WEM, digital channels, and system integrations while providing technical guidance to lower-tier support teams. (Note: Customer retains L4 architecture/roadmap ownership; provider scope covers L1–L3 BAU operations, incidents, requests, changes, and minor enhancements.)

Key Responsibilities:

Engineering & Tenant Operations: Administer Genesys Cloud tenants (divisions, RBAC, permissions, audit logging) and operate Architect flows (IVR, skill/priority/language routing, emergency flows). Validate release impacts in non-prod environments. Incident & Technical Escalations: Resolve complex incidents involving call routing, queue performance, call recordings, WEM, analytics, and digital channels. Integrations & Security Controls: Troubleshoot CRM integrations (ServiceNow, Salesforce, Dynamics, custom APIs) for screen-pop and data dips. Support security audits and investigations (SSO/MFA, OAuth/API clients, SIEM log forwarding). Reporting & Analytics: Maintain and operate operational dashboards, data exports, and BI integrations. Service Improvement & Governance: Lead Root Cause Analysis (RCA) for recurring issues, coordinate vendor escalations (NTT, Genesys, third parties), and maintain operational runbooks/KEDB. Provide technical mentorship to L1/L2 engineers. Required Qualifications & Competencies

Must-Have Technical Skills: Genesys Cloud Administration: Advanced experience with org structure, divisions, queues, skills, RBAC, and audit logs.

Architect Flow Management: Deep knowledge of IVR, business hours setup, priority/skill-based routing, and emergency fallback handling.

WEM & Analytics: Operations experience across Genesys WEM, quality management, interaction recording, dashboards, and reporting.

Integration & Security Troubleshooting: Hands-on experience debugging API integrations (ServiceNow, Salesforce, Dynamics) and working with OAuth, SSO/MFA, and SIEM event logging.

ITSM Processes: Strong execution in incident, problem, change, release, and RCA processes. Good-to-Have Skills:Genesys Cloud CX Certifications. Interaction analytics, transcription, topic, and sentiment analysis operations. Telephony/SIP knowledge for Genesys voice flows. Data export and BI tool integration experience. Background in regulated enterprise or life sciences/pharma environments.