Genesys Cloud CX Engineer — AI-Driven Contact Center Pro

Infosys; United States; On-site; USD 73,000 - 102,000; Full time

Benefits offered by this job

Medical Insurance

401(k) plan

Paid time off

Job summary

Infosys is seeking a Technology Consultant 2 role focused on Genesys Cloud CX development and operational support in the United States. The position involves designing, configuring, and maintaining CX solutions, collaborating with clients and vendor teams, and driving incident resolution while advancing automation and AI initiatives.

The role requires a strong background in contact center technologies, API integrations, and enterprise software, with an ability to work across onshore and offshore

Qualifications

• Bachelor's degree or foreign equivalent.
• 8+ years IT experience with Genesys Cloud CX development, support, and operations.
• Experience in Agile and SDLC environments.
• Strong client-facing communication and stakeholder management skills.

Responsibilities

• Design, develop, configure, and support Genesys Cloud CX solutions including IVR, ACD, routing strategies, outbound dialer, omnichannel capabilities, bot flows, and integrations.
• Provide production support and operational ownership by managing incidents, defects, problem records, change requests, platform stability, and continuous service improvements.
• Collaborate with customers, business users, operations teams, and vendor teams to troubleshoot issues and ensure timely service restoration.
• Support enterprise integrations with CRM, APIs, reporting platforms, and third-party applications.
• Participate in root cause analysis, platform governance, and deployment validations.

Skills

Genesys Cloud CX development

IVR design

End-to-end SDLC

Client-facing communication

Education

Bachelor's degree

Tools

ServiceNow

Jira

Salesforce integrations

Job description

Infosys is seeking a Technology Consultant 2 role focused on Genesys Cloud CX development and operational support in the United States. The position involves designing, configuring, and maintaining CX solutions, collaborating with clients and vendor teams, and driving incident resolution while advancing automation and AI initiatives.

The role requires a strong background in contact center technologies, API integrations, and enterprise software, with an ability to work across onshore and offshore