Genesys Cloud CX Consultant

Cerebra; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Cerebra is seeking an experienced Genesys Cloud CX Engineer to design, implement, configure, integrate, and support cloud-based contact center solutions using Genesys Cloud CX. The ideal candidate will have strong experience in Genesys Cloud architecture, voice and digital channels, IVR, routing, integrations, troubleshooting, and contact center technologies.

The candidate will work closely with business stakeholders, architects, developers, and operations teams to deliver scalable and reliable

Qualifications

• Experience with Genesys Cloud CX architecture and contact center technologies.
• Ability to design, configure, and integrate cloud-based contact center solutions.
• Proven troubleshooting skills across voice, digital channels, and integrations.

Responsibilities

• Design, configure, and implement Genesys Cloud CX solutions based on business requirements.
• Configure Inbound and Outbound Voice, IVR, Architect flows, queues, skills, users, roles, and routing strategies.
• Develop and maintain Genesys Cloud Architect call flows and customer journeys.
• Configure ACD, routing, skills-based routing, queue management, and agent utilization.
• Implement and support digital channels such as Web Messaging, SMS, Email, and Social/Messaging.
• Configure and manage Genesys Cloud telephony, SIP, trunks, DID numbers, and call flows.
• Integrate Genesys Cloud with CRM and enterprise applications such as Salesforce, ServiceNow, Microsoft Dynamics.
• Work with Genesys Cloud APIs, Data Actions, Web Services, and webhooks to implement integrations.
• Configure and troubleshoot screen pops, customer data, call controls, and agent desktop integrations.
• Develop and maintain Architect flows, scripts, prompts, schedules, and business logic.
• Configure Analytics, dashboards, reports, and performance metrics for contact center operations.

Skills

Genesys Cloud CX

IVR design

Contact center architecture

Integrations

Troubleshooting

Stakeholder collaboration

Tools

Salesforce

ServiceNow

Microsoft Dynamics

Job description

Job Summary

We are looking for an experienced Genesys Cloud CX Engineer to design, implement, configure, integrate, and support cloud-based contact center solutions using Genesys Cloud CX. The ideal candidate will have strong experience in Genesys Cloud architecture, voice and digital channels, IVR, routing, integrations, troubleshooting, and contact center technologies.

The candidate will work closely with business stakeholders, architects, developers, and operations teams to deliver scalable and reliable customer experience solutions.

Key Responsibilities

• Design, configure, and implement Genesys Cloud CX solutions based on business and contact center requirements.
• Configure Inbound and Outbound Voice, IVR, Architect flows, queues, skills, users, roles, and routing strategies.
• Develop and maintain Genesys Cloud Architect call flows and customer journeys.
• Configure ACD, routing, skills-based routing, queue management, and agent utilization.
• Implement and support digital channels such as Web Messaging, SMS, Email, and Social/Messaging, as applicable.
• Configure and manage Genesys Cloud telephony, SIP, trunks, DID numbers, and call flows.
• Integrate Genesys Cloud with CRM and enterprise applications such as Salesforce, ServiceNow, Microsoft Dynamics, or custom applications.
• Work with Genesys Cloud APIs, Data Actions, Web Services, and webhooks to implement integrations.
• Configure and troubleshoot screen pops, customer data, call controls, and agent desktop integrations.
• Develop and maintain Architect flows, scripts, prompts, schedules, and business logic.
• Configure Analytics, dashboards, reports, and performance metrics for contact center operations.