Genesys Cloud & DevOps Engineer (Mumbai/Gurugram)

2COMS Consulting Pvt. Ltd.; Mumbai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

2COMS Consulting Pvt. Ltd. in Mumbai seeks a Genesys Cloud Engineer to architect and automate complex contact center platforms, focusing on IVR design, routing logic, and system integrations for high availability.

The ideal candidate will leverage Genesys Cloud administration skills to optimize workflows, implement CI/CD via Azure DevOps and Git, and ensure robust performance and uptime across communications systems.

Qualifications

• Demonstrated, practical experience in developing and administering Genesys Cloud CX environments.
• Advanced proficiency in Genesys Architect, with a specific focus on IVR design and call flow management.
• Solid expertise in configuring queues and executing skills-based routing strategies.
• Comprehensive knowledge of Genesys Cloud REST APIs, SDKs, webhooks, and JSON data manipulation.
• Hands-on experience with Azure DevOps, Git version control, and the implementation of CI/CD pipelines.
• Proven capability in API integration, technical troubleshooting, and system diagnostics.
• Working knowledge of IT service management frameworks, including incident, change, and release management procedures.

Responsibilities

• Architect and build end-to-end contact center solutions tailored to the Genesys Cloud CX ecosystem.
• Design and refine interactive voice response (IVR) architectures alongside complex call routing logic.
• Configure queue parameters and deploy skills-based routing mechanisms to boost agent productivity.
• Create and sustain integrations leveraging Genesys Cloud REST APIs, SDKs, webhooks, and JSON data formats.
• Set up and maintain CI/CD pipelines via Azure DevOps and Git to facilitate smooth code releases.
• Conduct API integration testing and troubleshoot challenging technical obstacles.
• Supervise incident, change, and release management protocols to ensure system reliability and regulatory adherence.

Skills

Genesys Cloud CX

IVR design

Call routing

REST APIs

Azure DevOps

Git

CI/CD

JSON data

Troubleshooting

ITSM basics

Tools

Genesys Architect

Azure DevOps

Git

REST APIs

Job description

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Job Description

Summary

Our organization is looking for a talented Genesys Cloud Engineer focused on constructing and automating sophisticated contact center platforms. This position is essential for creating, deploying, and sustaining intricate IVR call paths, routing methodologies, and system connections. The ideal candidate will apply their Genesys Cloud administration knowledge to optimize workflows through resilient CI/CD deployment frameworks, guaranteeing maximum uptime and performance for our communication systems.

Experience: 6-11 years

Responsibilities

• Architect and build end-to-end contact center solutions tailored to the Genesys Cloud CX ecosystem.
  
• Design and refine interactive voice response (IVR) architectures alongside complex call routing logic.
  
• Configure queue parameters and deploy skills-based routing mechanisms to boost agent productivity.
  
• Create and sustain integrations leveraging Genesys Cloud REST APIs, SDKs, webhooks, and JSON data formats.
  
• Set up and maintain CI/CD pipelines via Azure DevOps and Git to facilitate smooth code releases.
  
• Conduct API integration testing and troubleshoot challenging technical obstacles.
  
• Supervise incident, change, and release management protocols to ensure system reliability and regulatory adherence.
  

Requirements

• Demonstrated, practical experience in developing and administering Genesys Cloud CX environments.
  
• Advanced proficiency in Genesys Architect, with a specific focus on IVR design and call flow management.
  
• Solid expertise in configuring queues and executing skills-based routing strategies.
  
• Comprehensive knowledge of Genesys Cloud REST APIs, SDKs, webhooks, and JSON data manipulation.
  
• Hands-on experience with Azure DevOps, Git version control, and the implementation of CI/CD pipelines.
  
• Proven capability in API integration, technical troubleshooting, and system diagnostics.
  
• Working knowledge of IT service management frameworks, including incident, change, and release management procedures.