Track Manager, Genesys Cloud CX Lead Engineer

HCL Technologies Limited; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Cisco is seeking an experienced Lead Developer for Genesys Cloud CX to design and implement customer engagement solutions across voice and digital channels. You will lead architecture, implement Bot Flows, Data Actions, and seamless integrations with Salesforce, Dynamics 365, ServiceNow, and other enterprise apps.

You will mentor engineers, drive platform governance, and ensure compliance across global contact center environments while exploring AI-enabled capabilities and platform innovations.

Qualifications

• 7+ years of contact center technology experience.
• Hands‑on experience with Genesys Cloud CX.
• Experience integrating CRM platforms such as Salesforce, Microsoft Dynamics 365, and ServiceNow.

Responsibilities

• Design and develop Genesys Cloud CX solutions including Architect Flows, Secure Flows, Bot Flows, Digital Bot Flows, Data Actions, and Workflows.
• Configure and optimize routing strategies, queues, permissions, and customer journeys across voice and digital channels.
• Develop integrations using Genesys Cloud APIs and enterprise platforms including Salesforce, Microsoft Dynamics 365, ServiceNow, identity providers, and middleware solutions.
• Support AI-enabled capabilities including Bots, Conversational AI, Agent Copilot, Knowledge Optimization, and Predictive Routing.
• Evaluate emerging Genesys Cloud capabilities, AI-powered features, Early Access/Beta releases, and platform innovations.
• Assess AppFoundry, partner, and custom-built solutions based on functionality, cost, scalability, supportability, and business value.
• Design solutions that comply with regional regulatory, privacy, security, and compliance requirements.
• Support release management, platform governance, and configuration promotion across environments.
• Provide technical leadership, mentor engineers, and collaborate across global teams and regions.

Skills

Genesys Cloud CX

Architect Flows

Bot Flows

IVR/Self‑Service

Routing

Data Actions

Workflow Automation

Omnichannel Engagement

Genesys Cloud APIs

REST APIs

JSON

OAuth

Event‑driven Integrations

Salesforce integration

Microsoft Dynamics 365 integration

ServiceNow integration

CRM platforms integration

SIP telephony

PSTN

BYOC Cloud

Carrier integrations

Digital engagement

Amazon Connect exposure

Job description

Career Opportunities: Track Manager - Cisco Contact Center (167430)

Requisition ID167430-Posted10/09/2026

We are seeking an experienced Lead Developer - Genesys Cloud Contact Center to design, develop, integrate, and enhance customer engagement solutions on Genesys Cloud CX. This hands-on engineering role focuses on customer journey orchestration, omnichannel engagement, API integrations, automation, AI-enabled capabilities, and platform innovation while supporting global contact center implementations and regional compliance requirements.

Key Responsibilities

Design and develop Genesys Cloud CX solutions including Architect Flows, Secure Flows, Bot Flows, Digital Bot Flows, Data Actions, and Workflows. • Configure and optimize routing strategies, queues, permissions, and customer journeys across voice and digital channels. • Develop integrations using Genesys Cloud APIs and enterprise platforms including Salesforce, Microsoft Dynamics 365, ServiceNow, identity providers, and middleware solutions. • Support AI-enabled capabilities including Bots, Conversational AI, Agent Copilot, Knowledge Optimization, and Predictive Routing. • Evaluate emerging Genesys Cloud capabilities, AI-powered features, Early Access/Beta releases, and platform innovations. • Assess AppFoundry, partner, and custom-built solutions based on functionality, cost, scalability, supportability, and business value. • Design solutions that comply with regional regulatory, privacy, security, and compliance requirements. • Support release management, platform governance, and configuration promotion across environments. • Provide technical leadership, mentor engineers, and collaborate across global teams and regions.

Skill Requirements

Required Skills & Experience • 7+ years of contact center technology experience. • Strong hands-on experience with Genesys Cloud CX. • Expertise in Architect, Bot Flows, IVR/Self-Service, Routing, Data Actions, Workflow Automation, and Omnichannel Engagement. • Experience with Genesys Cloud APIs, REST APIs, JSON, OAuth, and event-driven integrations. • Experience integrating Salesforce, Microsoft Dynamics 365, ServiceNow, CRM platforms, and enterprise applications. • Strong understanding of contact center architecture, SIP telephony, PSTN, BYOC Cloud, carrier integrations, voice technologies, and digital engagement. • Experience supporting global contact center environments and regional compliance requirements. • Exposure to Amazon Connect or multi-platform cloud contact center environments is desirable. Preferred Qualifications • Genesys Cloud CX Certifications. • Experience delivering global Genesys Cloud CX implementations, migrations, or modernization initiatives. • Experience with AI-enabled customer engagement solutions and AppFoundry ecosystem technologies. • Experience participating in Genesys Cloud Early Access, Beta, or Preview programs. • Familiarity with Genesys Cloud Analytics and reporting.

Other Requirements

Required Skills & Experience • 7+ years of contact center technology experience. • Strong hands-on experience with Genesys Cloud CX. • Expertise in Architect, Bot Flows, IVR/Self-Service, Routing, Data Actions, Workflow Automation, and Omnichannel Engagement. • Experience with Genesys Cloud APIs, REST APIs, JSON, OAuth, and event-driven integrations. • Experience integrating Salesforce, Microsoft Dynamics 365, ServiceNow, CRM platforms, and enterprise applications. • Strong understanding of contact center architecture, SIP telephony, PSTN, BYOC Cloud, carrier integrations, voice technologies, and digital engagement. • Experience supporting global contact center environments and regional compliance requirements. • Exposure to Amazon Connect or multi-platform cloud contact center environments is desirable. Preferred Qualifications • Genesys Cloud CX Certifications. • Experience delivering global Genesys Cloud CX implementations, migrations, or modernization initiatives. • Experience with AI-enabled customer engagement solutions and AppFoundry ecosystem technologies. • Experience participating in Genesys Cloud Early Access, Beta, or Preview programs. • Familiarity with Genesys Cloud Analytics and reporting.