Genesys Cloud Architect — Contact Center Flows & Data

Wipro; Ciudad de México; On-site; MXN 900,000 - 1,100,000; Full time

Job summary

Wipro is seeking an experienced Genesys Cloud Engineer to design, implement, and optimize contact centre solutions within Genesys Cloud. The role emphasizes architecting inbound and in-queue flows, Data Actions, and data-driven workflows, with governance via Azure DevOps and ITSM via ServiceNow.

The candidate will configure queues, skills, wrap up codes, prompts, and voicemail groups, while maintaining secure call flows and business continuity through emergency groups and scheduling changes.

Qualifications

• Proven experience architecting and deploying Genesys Cloud solutions including inbound and in-queue flows.
• Experience with Azure DevOps for CI/CD pipelines and work item tracking.
• Familiarity with ServiceNow ITSM and CAB change processes.

Responsibilities

• Implement inbound call flows and in-queue flows using Genesys Cloud Architect
• Develop and manage Data Actions, Data Tables, and Triggers for dynamic workflows
• Configure and maintain Queues, Skills, Wrap Up Codes, Prompts, and Voicemail Groups
• Design and deploy Scripts for agent guidance and customer interaction
• Establish Emergency Groups and Schedule Changes for business continuity
• Track and report Flow Outcomes for continuous improvement
• Develop Common Modules for reusability across call flows
• Implement Secure Call Flows to safeguard data
• Collaborate with stakeholders to gather requirements and translate into Genesys Cloud solutions
• Provide technical guidance and support for platform enhancements
• Use Azure DevOps to manage stories and features with clear acceptance criteria
• Use ServiceNow for incident, request, and change management
• Demonstrate CAB change request processes and implementation in production environments
• Willingness to participate in after-hours on-call support

Skills

Genesys Cloud Architect

Inbound call flows

Data Actions

Data Tables

Triggers

Azure DevOps

ServiceNow

CAB change processes

On-call support

Tools

Azure DevOps

ServiceNow

Job description

Wipro is seeking an experienced Genesys Cloud Engineer to design, implement, and optimize contact centre solutions within Genesys Cloud. The role emphasizes architecting inbound and in-queue flows, Data Actions, and data-driven workflows, with governance via Azure DevOps and ITSM via ServiceNow.

The candidate will configure queues, skills, wrap up codes, prompts, and voicemail groups, while maintaining secure call flows and business continuity through emergency groups and scheduling changes.