Sr. Developer, Platform Engineering

8425 India - Genesys Telecom Labs India Private Limited; Chennai District; Hybrid; INR 1,200,000 - 2,400,000; Full time

Job summary

Genesys in Chennai is seeking a qualified CCaaS automation engineer to design, build, and scale conversational experiences within our enterprise CCaaS platform. You will develop Flow definitions, data actions, and integrations with internal tools to streamline workflows and self-service.

You will collaborate with senior engineers and product leadership to deliver reliable automation at scale, support incident resolution, and continuously expand coverage with Agents Copilot and AI capabilities.

Qualifications

• 3+ years of experience developing or supporting CCaaS/contact center or automation solutions.
• Understanding of basic AI/NLU concepts and conversational design principles.
• Familiarity with REST APIs, JSON, and integration development.
• Proficiency in at least one scripting language (Python, JavaScript, or equivalent) for API automation and integration testing.
• Exposure to ServiceNow or other workflow automation tools.
• Familiarity with monitoring or logging tools for troubleshooting platform and integration issues.
• Strong problem‑solving ability and willingness to learn new technologies quickly.
• Effective communication and collaboration in a remote, global team environment.

Responsibilities

• Develop and maintain Genesys Cloud Architect flows, Bot Flows, and Workflows supporting automation and self-service.
• Build and administer core platform configurations including Divisions, queues, routing profiles, wrap-up codes, and user and role management.
• Build Data Actions and ServiceNow integrations or workflow automation to streamline internal processes.
• Support implementation of Agentic AI and conversational features, including knowledge surfacing, summarization, and routing logic.
• Troubleshoot and administer Genesys Cloud corporate instance and provide fixes for incidents.
• Test and validate automation deployments to ensure accuracy and performance.
• Monitor platform health and interact with observability and logging tools to investigate flow and integration failures.
• Document configurations, changes, and troubleshooting steps for knowledge reuse.
• Work under the guidance of senior developers and the manager to deliver sprint‑based backlog items.
• Participate in daily standups, reviews, and retrospectives to ensure aligned progress.
• Proactively learn and apply Genesys Cloud capabilities to expand automation coverage.

Skills

CCaaS experience

AI concepts

REST APIs

JSON

Python

JavaScript

ServiceNow

Monitoring tools

Problem solving

Remote teamwork

Tools

Terraform

CX Cloud Dev Associate

Agent Copilot

CI/CD

Job description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. This role drives the evolution of Genesys’ internal Contact Center as a Service platform by building intelligent automation that enhances how employees access support and services. You will design, develop, and scale conversational experiences, integrations, and workflows that improve efficiency, reduce manual effort, and elevate the internal service experience across the organization. Working alongside senior engineers and product leadership, you will contribute to platform-level decisions and influence how automation is delivered at enterprise scale. At Genesys, we are advancing employee and customer experiences through AI innovation and empathetic design, and this role provides hands‑on exposure to cutting‑edge Genesys Cloud capabilities, agentic AI, and modern platform engineering practices. You will play a key role in expanding automation coverage while building expertise in a globally adopted CCaaS platform.

Key Responsibilities

• Develop and maintain Genesys Cloud Architect flows, Bot Flows, and Workflows supporting automation and self-service.
• Build and administer core platform configurations including Divisions, queues, routing profiles, wrap-up codes, and user and role management.
• Build Data Actions and ServiceNow integrations or workflow automation to streamline internal processes.
• Support implementation of Agentic AI and conversational features, including knowledge surfacing, summarization, and routing logic.
• Troubleshoot and administer Genesys Cloud corporate instance and provide fixes for incidents.
• Test and validate automation deployments to ensure accuracy and performance.
• Monitor platform health and interact with observability and logging tools to investigate flow and integration failures.
• Document configurations, changes, and troubleshooting steps for knowledge reuse.
• Work under the guidance of senior developers and the manager to deliver sprint‑based backlog items.
• Participate in daily standups, reviews, and retrospectives to ensure aligned progress.
• Proactively learn and apply Genesys Cloud capabilities to expand automation coverage.

Minimum Requirements

• 3+ years of experience developing or supporting CCaaS/contact center or automation solutions.
• Understanding of basic AI/NLU concepts and conversational design principles.
• Familiarity with REST APIs, JSON, and integration development.
• Proficiency in at least one scripting language (Python, JavaScript, or equivalent) for API automation and integration testing.
• Exposure to ServiceNow or other workflow automation tools.
• Familiarity with monitoring or logging tools for troubleshooting platform and integration issues.
• Strong problem‑solving ability and willingness to learn new technologies quickly.
• Effective communication and collaboration in a remote, global team environment.

Desirable Skills

• Hands‑on experience with CX-as-Code and Terraform for Genesys Cloud configuration management and CI/CD pipelines.
• Genesys Cloud certification (CX Cloud Developer Associate or equivalent).
• Experience with agile teams and sprint‑based software delivery.
• Familiarity with Genesys Cloud AI features including Agent Copilot, knowledge management, and predictive routing.

Culture & Benefits

• A flexible‑first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future‑ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well‑being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
• Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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