Genesys Cloud CX Engineer — AI-Driven Contact Center

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

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