Genesys Cloud Solutions Engineer

Wipro Ltd.; Ciudad de México; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Wipro Limited is seeking an experienced Genesys Cloud Engineer to design, implement, and optimize contact centre solutions using Genesys Cloud. You will architect inbound and in-queue call flows, configure data-driven actions, and manage queues, skills, prompts, and scripts.

The role requires hands-on experience with Azure DevOps and ServiceNow for ITSM and CI/CD, along with CAB process familiarity. You may be on call after hours to maintain system stability and performance.

Qualifications

• Proven experience architecting and deploying Genesys Cloud solutions.
• Strong knowledge of Data Actions, Data Tables, Triggers, Queues, Skills, Wrap Up Codes and Prompts.
• Experience with Azure DevOps for CI/CD pipelines and work item tracking.
• Experience with ServiceNow for ITSM and change control.
• Familiarity with CAB change request processes.
• Ability to work independently and in cross-functional teams.
• Excellent problem-solving and communication skills.
• Willingness to be on call after hours.

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 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 for continuity
• Track and report Flow Outcomes for continuous improvement
• Develop Common Modules for reusability across call flows
• Implement Secure Call Flows to safeguard customer information
• Collaborate with stakeholders to gather requirements and translate into solutions
• Provide technical guidance and support for platform enhancements and troubleshooting
• Utilize Azure DevOps to manage stories and features
• Utilize ServiceNow for incident, request, and change management
• Demonstrate familiarity with CAB change processes
• Participate in after-hours on-call support as needed

Skills

Genesys Cloud design

Cross-functional collaboration

CI/CD pipelines

Problem solving

Education

Genesys Cloud CX Professional

Genesys Cloud CX Architect

Tools

Azure DevOps

ServiceNow

Job description

Wipro Limited is seeking an experienced Genesys Cloud Engineer to design, implement, and optimize contact centre solutions using Genesys Cloud. You will architect inbound and in-queue call flows, configure data-driven actions, and manage queues, skills, prompts, and scripts.

The role requires hands-on experience with Azure DevOps and ServiceNow for ITSM and CI/CD, along with CAB process familiarity. You may be on call after hours to maintain system stability and performance.