Genesys Cloud Engineer

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

Job Description

We are seeking an experienced Genesys Cloud Engineer to design, implement, and optimize contact centre solutions using Genesys Cloud. The ideal candidate will demonstrate expertise in architecting inbound call flows and in-queue flows, as well as configuring and supporting advanced Genesys Cloud features to deliver seamless customer experiences. Candidates with experience in Genesys Cloud administration, access management, user provisioning, permissions, and related support functions would be particularly relevant.

Key Responsibilities

• Implement inbound call flows and in-queue flows using Genesys Cloud Architect
• Develop and manage Data Actions, Data Tables, and Triggers to enable dynamic and data-driven workflows
• Configure and maintain Queues, Skills, Wrap Up Codes, Prompts, and Voicemail Groups
• Design and deploy Scripts for agent guidance and customer interaction
• Establish and manage Emergency Groups and implement Schedule Changes to ensure business continuity
• Track and report Flow Outcomes for continuous improvement of contact center operations
• Develop Common Modules for reusability across call flows
• Implement Secure Call Flows to safeguard sensitive customer information
• Collaborate with stakeholders to gather requirements and translate them into effective Genesys Cloud solutions
• Provide technical guidance and support for ongoing platform enhancements and troubleshooting
• Utilize Azure DevOps to manage and document stories and features, ensuring clear requirements, acceptance criteria, and alignment with project objectives
• Utilize ServiceNow for incident, request, and change management within the ITSM framework
• Demonstrate familiarity with CAB (Change Advisory Board) change request processes, including submission, review, and implementation of changes to production environments
• Willingness to participate in after-hours on-call support as needed to ensure system stability and rapid issue resolution Required Qualifications:
• Proven experience architecting and deploying Genesys Cloud solutions, including inbound and in-queue call flows
• Strong knowledge of Data Actions, Data Tables, Triggers, Queues, Skills, Wrap Up Codes, Prompts, Voicemail Groups, Scripts, Emergency Groups, Schedule Changes, Flow Outcomes, Common Modules, and Secure Call Flows
• Experience with Azure DevOps for CI/CD pipelines, project management, automation, and work item tracking (stories and features)
• Experience with ServiceNow for IT service management and change control
• Familiarity with CAB change request processes and procedures
• Ability to work independently and as part of a cross-functional team
• Excellent problem-solving and communication skills
• Willingness to be on call after hours for support as required
• Preferred Certifications:
• Genesys Cloud CX Professional
• Genesys Cloud CX: Architect

Mandatory Skills: Genesys Contact Centre .

Experience: 5-8 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.