Genesys Engineer

Infosys; Maharashtra; On-site; INR 2,000,000 - 3,500,000; Full time

Job summary

Infosys is seeking an experienced Genesys specialist to design, develop, and support Genesys Contact Center solutions. You will configure IVR, call flows, routing strategies, and reporting to deliver reliable customer experiences.

You will work with Genesys Engage/Cloud CX, GVP, Composer, and related components, integrate with CRM (Salesforce, ServiceNow), monitor performance, troubleshoot production issues, and collaborate with stakeholders on deployments, upgrades, and enhancements.

Qualifications

• Strong experience in Genesys Contact Center Platform.
• Hands-on experience in IVR Design & Development.
• Knowledge of Call Routing, SIP, CTI, Voice Gateway, and Telephony Concepts.
• Experience with Genesys Engage/Cloud CX environments.

Responsibilities

• Design, develop, and support Genesys Contact Center solutions.
• Configure and maintain IVR applications, call flows, routing strategies, and reporting solutions.
• Monitor system performance and ensure high availability of contact center environments.
• Collaborate with business stakeholders to gather requirements and implement solutions.
• Participate in deployments, upgrades, migrations, and system enhancements.

Skills

Genesys Engage / Cloud CX

IVR Design & Development

Call Routing

SIP / CTI / Telephony

WFM

CRM Integration (Salesforce/ServiceNow

SQL (basics)

APIs & Web Services

AWS / Azure Cloud exposure

Tools

Genesys Composer

GVP

IRD

Routing

Voice Gateway

Telephony Platforms

Job description

Genesys Cloud CX Certifications. Experience in CRM integrations (Salesforce, Dynamics, ServiceNow, etc.). Exposure to AWS/Azure cloud environments. Understanding of reporting and analytics tools

Design, develop, and support Genesys Contact Center solutions. Configure and maintain IVR applications, call flows, routing strategies, and reporting solutions. Work on Genesys components such as GVP, Composer, IRD, Routing, SIP Server, UCS, CME, WFM, and Reporting tools. Develop and troubleshoot voice applications and self-service solutions. Integrate contact center platforms with CRM and third-party applications. Monitor system performance and ensure high availability of contact center environments. Perform root cause analysis and resolve production issues. Collaborate with business stakeholders to gather requirements and implement solutions. Participate in deployments, upgrades, migrations, and system enhancements.

Required Skills Strong experience in Genesys Contact Center Platform. Hands-on experience in IVR Design & Development. Knowledge of Call Routing, SIP, CTI, Voice Gateway, and Telephony Concepts. Experience with Genesys Engage/Cloud CX environments. Understanding of Contact Center Operations and Customer Experience solutions. Experience with troubleshooting and production support. Basic knowledge of SQL, APIs, and integration technologies. Excellent communication and stakeholder management skills.

Mandatory Skills: Genesys Engage / Genesys Cloud CX Contact Center Technologies IVR Design & Development Call Routing & Call Flow Design SIP, CTI, Telephony Integration Voice Bots & Self-Service Applications Production Support & Troubleshooting Good to Have Skills: Salesforce / ServiceNow CRM Integration Java, .NET, APIs, Web Services SQL Database Knowledge AWS / Azure Cloud Exposure Reporting & Analytics Tools Workforce Management (WFM)