Genesys Cloud Contact Centre & AI Voice Bot Engineer

TENARAI TECHNOLOGIES PRIVATE LIMITED; Dadri, Pune District, Bengaluru; Híbrido; INR 1.200.000 - 2.600.000; Jornada completa

Descripción de la vacante

TENARAI TECHNOLOGIES PRIVATE LIMITED is seeking an experienced engineer to design, develop, and maintain our cloud-based contact centre and conversational AI solutions. This dual-focused role requires proficiency in Genesys Cloud CX and Google Dialogflow/Google CES AI Agents, with emphasis on integration across platforms.

You will own inbound call flows, IVR, agent scripts, and bot handoffs, build analytics dashboards, implement REST API integrations, and drive DevOps workflows with Terraform

Formación

• Experience designing and maintaining cloud-based contact centre solutions.
• Hands-on with Genesys Cloud CX and Google Dialogflow CX/ES.
• Experience with REST APIs and webhooks for integrations.
• DevOps and CI/CD experience in a cloud environment.
• Strong analytical and communication skills.

Responsabilidades

• Design and optimize inbound call flows, IVR, and email flows with Genesys Architect.
• Configure omnichannel routing and process automation across platforms.
• Design agent scripts and screen pops with CRM integrations.
• Create integrations and data actions using REST APIs with SAP, GCP, and others.
• Manage queue configuration, ACD routing, and skills-based routing.
• Build reports and analytics views using Genesys Cloud tools.
• Maintain DevOps pipelines using Archy, Terraform, and related tools.

Conocimientos

Genesys Cloud CX

Dialogflow CX/ES

CI/CD pipelines

REST APIs

Analytics

Agent scripts

Herramientas

Genesys Architect

Archy

Terraform

Cloud Platform (GCP)

SAP CRM

Webhooks

Descripción del empleo

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). You will drive automation, enhance customer experience, and ensure seamless integration across platforms.

What You'll Do

Genesys Cloud CX

• 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.