Genesys Cloud CX Engineer - Remote AI-Driven Contact Center

Infosys Limited; Northern (KY); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Disability insurance

Health and dependent care accounts

Insurance (Accident, Critical Illness,

Hospital indemnity, Legal)

401(k) plan

Job summary

Infosys Limited in the United States seeks a Technology Consultant 2 to design, implement, and support Genesys Cloud CX solutions, including IVR, ACD, routing, outbound dialer, and omnichannel integrations. You will collaborate with clients, operations teams, and vendor groups to troubleshoot issues and ensure timely service restoration.

Required is 8+ years IT experience with Genesys Cloud CX, strong client-facing communication, and solid SDLC knowledge within a global delivery model.

Qualifications

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

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, continuous service improvements, and supporting project and transformation initiatives when required.
• Collaborate directly with customers, business users, operations teams, and multiple vendor teams to troubleshoot complex issues, communicate resolutions effectively, and ensure timely service restoration.
• Support enterprise integrations with CRM, APIs, reporting platforms, workforce solutions, telecom carriers, and other third‑party applications.
• Participate in root cause analysis, platform governance, release activities, deployment validations, and operational readiness reviews.
• Contribute to automation, AI, and self‑service initiatives using modern conversational AI and GenAI capabilities.
• Create and maintain technical documentation, solution designs, operational procedures, and knowledge base articles.
• Work closely with onshore and offshore teams to ensure successful delivery and support of business-critical contact center applications.

Skills

Genesys Cloud CX

Client-facing communication

SDLC

Coding

Collaboration

Problem solving

Education

Bachelor's degree

Tools

ServiceNow

Jira

Job description

Infosys Limited in the United States seeks a Technology Consultant 2 to design, implement, and support Genesys Cloud CX solutions, including IVR, ACD, routing, outbound dialer, and omnichannel integrations. You will collaborate with clients, operations teams, and vendor groups to troubleshoot issues and ensure timely service restoration.

Required is 8+ years IT experience with Genesys Cloud CX, strong client-facing communication, and solid SDLC knowledge within a global delivery model.