Key Responsibilities Genesys Cloud Development & Configuration
- Configure and develop IVR and call routing flows using Genesys Architect.
- Design and implement voice bot flows and digital bot flows.
- Configure queues, skills, tasks, agent profiles, security roles, and customer profiles.
- Implement skill-based routing, call recording, Quality Management (QM), and Workforce Management (WFM).
- Perform Genesys Cloud environment setup and administration across development, test, and production environments.
Omnichannel & Dialer
- Set up and manage omnichannel capabilities including Voice, Chat, Email, and SMS.
- Embed and integrate Genesys Cloud Dialer into SaaS applications such as Salesforce.
- Identify and design self-service options through IVR and bots to reduce agent load.
Integration & Authentication
- Integrate Genesys Cloud CX with Salesforce CRM, including Screen Pops, CTI, and data exchange.
- Support integrations related to Workforce Management and Quality Management.
- Implement and manage SAML-based authentication and MFA for Genesys Cloud CX.
Analytics & Reporting
- Configure and support Genesys Cloud Reporting and Analytics.
- Implement Speech Analytics (both real-time and historical).
- Support business teams with insights derived from contact center data and analytics.
Client Engagement & Solution Design
- Engage with clients to understand business requirements and operational needs.
- Propose Genesys Cloud–based solutions aligned with customer experience goals.
- Develop high-level and detailed architecture designs and implementation approaches.
- Support testing, deployment, and validation of new Genesys Cloud features and releases.
Technical Skills
- 4 - 6 years of hands-on experience with Genesys Cloud CX.
- Strong expertise in Genesys Architect, IVR, and routing strategies.
- Experience with Voice Bots, Digital Bots, and self-service solutions.
- Solid understanding of telephony concepts including PBX, CTI, ACD, IVR, and call flows.
- Experience with Speech Analytics, QM, WFM, and call recording.
- Hands-on experience with Salesforce integrations.
- Strong experience in Genesys Cloud administration, configuration, and security.
- Experience implementing SAML authentication and MFA.
- Knowledge of Genesys Cloud release management and testing newly released features.
- Genesys Cloud Certification (preferred).
- Knowledge of USA healthcare, HIPPA, PHI is preferred.
- Experience working in enterprise or large-scale contact center environments.
- Exposure to cloud security, compliance, and best practices.
- Strong communication and stakeholder management skills.
- Ability to work independently and in cross-functional teams.
- Good analytical, troubleshooting, and documentation skills.
Pay: ₹302,686.07 - ₹2,000,000.00 per year
Work Location: Remote
