Senior Genesys Cloud CX Specialist

Infosys; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Infosys, a global leader in digital services, seeks a specialist to design, develop, configure, and support Genesys Cloud CX solutions for enterprise clients. You will manage incidents, implement changes, and collaborate with US and India teams to ensure reliable contact center operations.

The role requires deep expertise in IVR, ACD, routing, data actions, and integrations, plus strong communication with customers and teams.

Qualifications

• Strong hands-on experience with Genesys Cloud CX Development, Administration, and Support.
• Expertise in IVR, ACD, Routing, Queues, Data Actions, Integrations, and Outbound Dialer.
• Proficient in incident, problem, change management, and production support.

Responsibilities

• Design, develop, configure, and support Genesys Cloud CX solutions including IVR, ACD, routing, outbound dialer, omnichannel capabilities, bot flows, and integrations.
• Provide production support and ownership by managing incidents, defects, changes, and platform stability.
• Collaborate with customers, business users, operations, and vendor teams to troubleshoot and resolve issues.

Skills

Genesys Cloud CX Development

IVR & ACD

Incident & Problem Mgmt

API Integrations

Customer Communication

Tools

ServiceNow

Jira

Job description

Infosys, a global leader in digital services, seeks a specialist to design, develop, configure, and support Genesys Cloud CX solutions for enterprise clients. You will manage incidents, implement changes, and collaborate with US and India teams to ensure reliable contact center operations.

The role requires deep expertise in IVR, ACD, routing, data actions, and integrations, plus strong communication with customers and teams.