This role is for one of Weekday's clientsSalary range: Rs 1500000 - Rs 3800000 (ie INR 15-38 LPA)Min Experience: 8 yearsJobType: full-time
Requirements
We are seeking an experienced and highly skilled
Genesys Cloud Engineer / Developer / Specialist
to design, implement, and optimize complex
omnichannel contact center
solutions using
Genesys Cloud CX
. The ideal candidate will bring deep technical expertise across
SIP, IP Telephony, and Cloud Architect Flow Design
, with the ability to integrate Genesys with diverse enterprise systems for seamless customer experiences. This role requires a strong problem-solver capable of diagnosing intricate telephony and integration issues, ensuring reliability, scalability, and innovation in every deployment.You will work closely with business stakeholders, solution architects, and infrastructure teams to develop, configure, and maintain advanced communication flows across voice, email, and messaging channels.
Key Responsibilities
- Genesys Cloud CX Design & Implementation: Architect, configure, and deploy Genesys Cloud CX solutions, including Edge devices, SIP Trunking, call routing, IVR, and omnichannel capabilities (voice, chat, email, SMS, social).
- Flow Development & Customization: Design and build complex Genesys Cloud Architect Flows to enable efficient customer journeys across multiple channels. Ensure that flows are scalable, maintainable, and aligned with business requirements.
- Integration & API Development: Develop and manage integrations between Genesys Cloud and third-party systems such as CRM, ticketing, analytics, and workflow tools. Leverage REST APIs and Web Services for seamless interoperability and data exchange.
- SIP & Telephony Expertise: Diagnose and resolve issues related to SIP signaling, IP Telephony, and Trunking. Analyze SIP traces and call logs to troubleshoot and optimize call quality and connectivity across the network.
- Omnichannel Enablement: Build and enhance omnichannel contact center experiences that unify voice, digital messaging, and social media channels, ensuring consistent customer interactions across all touchpoints.
- System Monitoring & Optimization: Monitor system health, performance, and uptime of Genesys Cloud environments. Implement automation and proactive alerts to minimize downtime and optimize resource utilization.
- Collaboration & Stakeholder Management: Partner with internal business teams, network engineers, and third-party vendors to deliver robust and high-performing contact center solutions. Participate in project planning, documentation, and change management activities.
- Compliance & Security: Ensure solutions adhere to corporate security standards and industry compliance frameworks. Maintain system documentation, policies, and backup configurations.
Requirements & Qualifications
- Experience: Minimum of 8+ years in contact center engineering or telephony development, with at least 3-5 years focused on Genesys Cloud CX.
- Technical Expertise:
- In-depth knowledge of Genesys Cloud Edge Devices, SIP Trunking, and IP Telephony.
- Proven experience in SIP trace analysis and call flow debugging.
- Strong understanding of omnichannel contact center technologies (Voice, Email, Messaging, and Chat).
- Expertise in REST API / Web Services integration and scripting.
- Hands-on experience with Genesys Cloud Architect Flow design and troubleshooting.
- Certifications:
- Genesys Cloud Developer Certification (GCD) - required.
- Genesys Cloud Professional Certification (GCP) - preferred.
- Tools & Technologies: Experience with JSON, Postman, Wireshark, and cloud platforms (AWS/Azure).
- Soft Skills: Excellent communication, problem-solving, and documentation abilities. Ability to lead technical discussions and mentor junior engineers.
