Contact Center - GENESYS CLOUD

Contact Center - GENESYS CLOUD

Primary Location: Noida / Chennai / Bengaluru / Hyderabad / Pune

Experience:

Position Overview (Job Summary):

The Genesys Developer will work with cross-functional teams to implement, customize, and support Genesys applications and platforms. This includes managing the full development lifecyclerequirements gathering, solution design, coding, testing, deployment, and support. The role demands deep technical expertise in Genesys technologies, strong problem-solving abilities, and adaptability to evolving requirements.

Primary Skills:

• Genesys Engage / Genesys Cloud CX / Genesys PureConnect
• IVR development tools (Genesys Composer, Interaction Designer, Architect)
• Programming: Java, C#, Python, JavaScript
• API Integration: RESTful, SOAP, Genesys APIs
• Telephony: SIP, VoIP, ACD, CTI
• Cloud Platforms: Genesys Cloud CX, AWS, Azure
• Database: SQL / NoSQL
• DevOps: Git, CI/CD tools
• Troubleshooting and debugging
• Communication and collaboration skills

Secondary Skills:

• Omnichannel routing (voice, chat, email, SMS, social media)
• Agile development methodologies
• Customer experience (CX) and journey mapping
• Security standards: PCI DSS, GDPR, HIPAA (preferred)

Experience:

• 14 to 20 years

  of total experience
• Minimum 5+ years of hands-on experience with Genesys platforms
• Proven track record in delivering contact center solutions in enterprise environments

Role and Responsibilities:

A. Key Responsibilities

• Analyze business requirements and design Genesys-based solutions
• Develop and customize routing strategies, IVR flows, chatbots, and integrations
• Integrate Genesys with CRM, databases, and telephony systems
• Provide Tier 2/3 support and resolve technical issues
• Develop and execute test plans and participate in code reviews
• Maintain technical documentation and architecture diagrams
• Stay updated with Genesys product updates and industry trends
• Ensure compliance with security and data privacy standards
• Communicate with clients and stakeholders, providing guidance and training

B. Additional Responsibilities

• Participate in continuous improvement initiatives
• Collaborate with internal and external teams to deliver optimized solutions

Educational Qualification:

• Bachelor's degree in Computer Science, IT, Engineering, or related field
• Equivalent experience may be considered

Certifications (Preferred):

• Genesys Cloud CX: Professional, Developer, Architect, Workforce Management, Scripting, Quality Management, Outbound Certifications