Genesys Cloud CX Engineer

Infosys; United States; On-site; USD 62,000 - 87,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Long-term/Short-term Disability

Health and Dependent Care Reimburse- m

Insurance (Accident, Critical Illness,

401(k) plan

Paid holidays plus Paid Time Off

Job summary

Infosys is looking for a Genesys Cloud CX Engineer to support and optimize customer engagement platforms in a global delivery setting. You will troubleshoot production issues, implement enhancements, and collaborate with clients, business teams, and technology partners to drive continuous improvement.

The role emphasizes operations, development, and AI-enabled solutions with a focus on production support, complex troubleshooting, and adoption of emerging AI technologies to enhance customer and

Qualifications

• Bachelor's degree or foreign equivalent from an accredited institution.
• IT experience with significant experience in Genesys Cloud CX development, support, and operations.
• Experience working in Agile and SDLC environments.
• Client-facing communication and stakeholder management skills.
• Ability to work in a global delivery model and support critical production environments.

Responsibilities

• Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements
• Participate in design discussions to capture software specifications, and aid in creation of process documentation.
• Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements
• Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance
• Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure
• Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance
• Systematically document coding practices, testing methodologies, and technical solutions, thereby enriching team's knowledge repository

Skills

Genesys Cloud CX

Contact center ops

Agile methodologies

Client-facing communication

Global delivery

Education

Bachelor's degree or equivalent

Tools

Genesys Cloud CX tooling

Pindrop

Voice.AI

Pega

Apigee

Salesforce

Job description

Overview

The Infosys Engineering unit is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on adopting a data-first approach to engineering and value-stream management, enabling real-time visibility into the flow of value. Our team leverages advanced technologies such as AI, ML, and predictive analytics to drive continuous improvement, enhance delivery processes, and accelerate time to market. Join us to be part of a team that is at the forefront of engineering innovation, delivering intelligent insights and empowering stakeholders to achieve hyper-productivity and sustainable growth.

Overview

The Infosys Engineering unit is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on adopting a data-first approach to engineering and value-stream management, enabling real-time visibility into the flow of value. Our team leverages advanced technologies such as AI, ML, and predictive analytics to drive continuous improvement, enhance delivery processes, and accelerate time to market. Join us to be part of a team that is at the forefront of engineering innovation, delivering intelligent insights and empowering stakeholders to achieve hyper-productivity and sustainable growth.

In the assigned Job Role of Technology Consultant 1, your Area Of Responsibility will be as below:

• Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements
• Participate in design discussions to capture software specifications, and aid in creation of process documentation.
• Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements
• Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance
• Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure
• Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance
• Systematically document coding practices, testing methodologies, and technical solutions, thereby enriching team's knowledge repository

Your Contribution To The Team

• An agile mindset with effective communication and problem-solving skills.
• The ability to work on majority of the areas as part of SDLC lifecycle
• Passion for innovating solutions that drive progress and meet future challenges.
• A proactive approach to monitoring and resolving production issues before they escalated.
• Commitment to continuous learning, knowledge sharing, and fostering team development

Required Skill And Experience

Genesys Cloud CX Engineer with expertise in contact center operations, development, support, and AI-enabled solutions. The role is responsible for supporting and optimizing Genesys Cloud CX platforms, ensuring stability, performance, and continuous improvement of customer engagement services. The candidate will collaborate with clients, business teams, and technology partners to troubleshoot issues, deliver enhancements, and support automation and transformation initiatives.

Required Qualifications

• Bachelor's degree or foreign equivalent from an accredited institution.
• IT experience with significant experience in Genesys Cloud CX development, support, and operations.
• Experience working in Agile and SDLC environments.
• Client-facing communication and stakeholder management skills.
• Ability to work in a global delivery model and support critical production environments.

Preferred Skill And Experience

Experience supporting and developing enterprise-scale Genesys Cloud CX platforms across operations, development, automation, and AI. Candidates should be skilled in production support, complex troubleshooting, operational excellence, and adoption of emerging AI/LLM technologies to enhance customer and agent experiences.

Good to Have

• Understanding of VUI design principles and customer journey optimization.
• Experience creating call flow documentation, Visio diagrams, technical designs, SOPs
• Knowledge of bot development, conversational AI, and self-service solutions.
• Exposure to software development or scripting technologies.
• Understanding of LLMs, Generative AI, Agent Assist, AI powered virtual agents, and emerging AI technologies.
• Experience with healthcare contact center environments including Medicare, Medicaid, or Marketplace programs.
• Exposure to Pindrop, Voice.AI, Pega, Apigee, Salesforce, or similar contact center ecosystem platforms.

Additional Required Qualifications

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Additional Details

Estimated annual compensation range for this role will be as follows:

• In CA / WA / NY / CO, IL, MN, NJ: $ 62000 to $ 86800
• In Washington, DC: $62600 to $ 76100

Benefits

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.