Genesys Cloud CX Engineer
Job Type: Full-Time (FTE) / Direct Hire
Location: Bangalore, India
Work Mode: Onsite / Hybrid
Experience: 3+ Years
Salary: Up to ₹14.5 LPA
Notice Period: Immediate Joiners to 15 Days Preferred
Job Summary
We are looking for an experienced Genesys Cloud CX Engineer to join our team in Bangalore. The ideal candidate should have strong hands-on experience with Genesys Cloud CX, contact center technologies, voice, IVR, ACD, SIP/VoIP, call routing, and omnichannel integrations.
The candidate will be responsible for designing, configuring, supporting, troubleshooting, and enhancing Genesys Cloud CX solutions in an enterprise/global environment.
Key ResponsibilitiesGenesys Cloud CX
- Design, configure, and support Genesys Cloud CX solutions.
- Work on Voice, IVR, ACD, inbound and outbound call flows.
- Design and manage flows, routing strategies, queues, skills, and call handling.
- Manage Trunks, DID, SIP integrations, and SBC connectivity.
- Troubleshoot call routing, IVR logic, prompts, and failover scenarios.
- Support platform upgrades, feature enhancements, configuration changes, and new capabilities.
Omnichannel & Integrations
- Configure and support digital channels including Chat, Email, Messaging, and Callback.
- Integrate Genesys Cloud CX with workforce management tools, reporting platforms, external APIs, and third-party systems.
- Work with REST APIs, Webhooks, and Data Actions.
- Support integrations with external IVR, analytics, and enterprise applications.
Operations & Support
- Troubleshoot voice and digital-channel issues impacting customer experience.
- Analyze call flows, logs, reports, and platform data to identify and resolve issues.
- Coordinate with carriers, network teams, SBC teams, and external vendors.
- Participate in incident management, RCA, problem management, and change management.
- Ensure platform stability during peak traffic periods and change-freeze windows.
- Identify opportunities for continuous improvement of Genesys Cloud CX solutions.
Required Skills & Qualifications
- 3+ years of experience in contact center technologies.
- Strong hands-on experience with Genesys Cloud CX.
- Strong understanding of SIP, VoIP, IVR, ACD, call flows, and routing concepts.
- Experience with Genesys Cloud flow design and configuration.
- Good understanding of contact center KPIs and customer journey design.
- Experience working in large-scale enterprise or global environments.
- Strong troubleshooting, analytical, and problem-solving skills.
- Good communication and stakeholder management skills.
- Ability to work effectively with cross-functional technical teams and external vendors.
Good to Have
- Active Genesys Cloud CX Certification.
- Experience with Genesys Cloud APIs, Webhooks, and Data Actions.
- Exposure to omnichannel/digital customer engagement solutions.
- Experience with enterprise contact center integrations.
Preferred Candidate Profile
- Immediate Joiners or candidates with a maximum notice period of 15 days.
- Candidates with strong hands-on Genesys Cloud CX implementation and production support experience.
- Candidates who can work effectively in a global enterprise/tier-1 client environment.
Apply Now: Candidates with relevant Genesys Cloud CX experience are encouraged to apply.
Pay: Up to ₹1,400,000.00 per year
Work Location: On the road
