Genesys Cloud Contact Centre & AI Voice Bot Engineer

UST; Bengaluru; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

UST in Bengaluru seeks an experienced engineer to design, develop, and maintain cloud-based contact centre and conversational AI solutions. This dual-focused role requires expertise in Genesys Cloud CX and Google Dialogflow CX/Google CES AI Agents.

You will build inbound call flows, IVR, and email workflows, integrate with CRM and SAP, manage DevOps pipelines, and optimize bot performance with analytics. A strong background in REST APIs, CI/CD, and cross-functional collaboration is essential.

Qualifications

• Experience designing and maintaining cloud-based contact centres.
• Experience with omnichannel routing and IVR design.
• Strong understanding of integration with CRM systems.

Responsibilities

• Build inbound call flows, IVR, and email flows using Genesys Architect.
• Configure Web Messaging, Email, Work Items, and Workflows for routing.
• Design Agent Scripts and Screen Pops with CRM integrations.
• Create integrations, data actions, and webhooks via REST APIs with SAP, GCP, and others.
• Manage queue configuration, ACD routing, and skills-based routing.
• Build reports, dashboards, and analytics views using Genesys Cloud tools.
• Manage DevOps and CI/CD pipelines using Archy, Terraform, or similar.

Skills

Genesys Cloud CX

Google Dialogflow CX

AI Voice/Bot platforms

REST APIs

Education

BTech/MCA/BCA/MSc IT/BSc IT

Tools

Terraform

Archy

Job description

At UST, we help the world’s best organizations grow and succeed through transformation. Bringing together the right talent, tools, and ideas, we work with our client to co-create lasting change. Together, with over 30,000 employees in 30+ countries, we build for boundless impact—touching billions of lives in the process. Visit us at .

Summary:

UST is looking for….

Position: Genesys Cloud Contact Centre & AI Voice Bot Engineer

Experience 6-15 Years

Role Summary We are looking for an experienced engineer to design, develop, and maintain our cloud-based contact centre and conversational AI solutions. This is a dual-focused role requiring equal proficiency in Genesys Cloud CX and Google Dialogflow / Google CES AI Agents (or equivalent AI Voice/Bot platforms).

• Key Responsibilities Build and optimize inbound call flows, IVR, and email flows using Genesys Architect with robust error handling and reusability.
• Configure Web Messaging, Email, Work Items, and Workflows for omnichannel routing and process automation.
• Design Agent Scripts and Screen Pops with CRM-based integrations.
• Create integrations, data actions, and webhooks using REST APIs for connectivity with SAP, GCP, and other external systems.
• Manage queue configuration, ACD routing, and skills-based routing.
• Build reports, dashboards, and analytics views using native Genesys Cloud reporting tools.
• Manage DevOps and CI/CD pipelines using Archy, Terraform, or similar frameworks.

Conversational AI – Voice Bots & Virtual Agents

• Design and maintain Google Dialogflow CX/ES virtual agents and Google CES AI Agents, including intent/entity design, flow building, NLU training, and webhook fulfillment.
• Apply voice engineering best practices – STT/TTS configuration and tuning, DTMF handling, barge-in and interruption management, silence/timeout handling, and graceful error recovery.
• Design Voice UX following best guiding principles – clear and concise prompts, progressive disclosure, confirmation strategies, appropriate pacing, and empathetic tone for natural voice bot interactions.
• Integrate voice bots with Genesys Cloud CX for seamless bot-to-agent handoff.
• Continuously improve bot performance through analytics, conversation logs, and NLU tuning.

Cross-Functional

• Work closely with CRM teams, particularly SAP CRM, ensuring seamless data flow, case management, and platform integration.
• Troubleshoot production issues across voice, email, digital, and bot channels.
• Participate in Agile ceremonies – requirements gathering, solution design, and sprint planning.
• Maintain technical documentation, data dictionaries, and solution architecture artifacts.

Required Skills: Genesys Cloud CX, Google Dialogflow CX, AI Voice/Bot platforms

What you need:

BTech/ MCA/ BCA/Msc IT/Bsc IT

What we believe:

We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion and to place people at the centre of everything we do.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honour our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

To support and promote the values of UST.

Comply with all Company policies and procedures