Senior Software Engineer

Senior Genesys Cloud Developer - India (WFH)

About the Role

We are seeking a Senior Genesys Cloud Certified Developer with deep, hands-on expertise across the full range of Genesys Cloud CX capabilities. The ideal candidate will have proven experience in deploying and configuring Genesys Cloud instances from the ground up, including SIP trunks, voice gateways, edge devices, and WebRTC phones. This role demands advanced proficiency in Genesys Cloud Architect for building complex voice and digital interaction flows, developing bot flows, configuring Outbound Campaigns, implementing Workforce Management (WFM) modules, and leveraging Genesys Cloud Reporting and Analytics. The candidate should also have strong experience creating Data Actions and API-based integrations between Genesys Cloud and external CRMs such as Salesforce or Dynamics.

Key Responsibilities

• Environment Setup & Configuration
• Deploy and configure Genesys Cloud CX instances from scratch.
• Set up and manage SIP trunks, voice gateways, edge devices, and WebRTC phones within Genesys Cloud.
• Configure telephony and routing components to ensure optimal performance and reliability.
• Solution Design & Development
• Design, build, and maintain voice and digital Architect Flows (inbound, outbound, chat, email, messaging).
• Configure and optimize Bot Flows using Dialog Engine, Architect Bot Flows, or Google Dialogflow.
• Set up and manage Outbound Campaigns, Predictive Dialing, and WFM modules in Genesys Cloud.
• Integrations & Data Actions
• Create and configure Data Actions to integrate Genesys Cloud with external CRMs and third-party systems.
• Use Genesys Cloud APIs and web services for automation and data synchronization.
• Analytics & Reporting
• Configure and customize Genesys Cloud dashboards and reports to track key KPIs and agent performance.
• Utilize Genesys Cloud Analytics to identify optimization opportunities.
• Governance & Support
• Apply Genesys Cloud deployment best practices, including change management and environment control.
• Provide technical leadership, mentoring, and advanced troubleshooting within the Genesys Cloud platform.

Required Skills & Qualifications

• Minimum 5 years of hands-on experience with Genesys Cloud CX implementation and management.
• Strong understanding of SIP protocol, VoIP, Edge devices, voice gateways, and Genesys Cloud Telephony.
• Proven expertise in:
• Genesys Cloud Architect for voice and digital flow design
• Bot configuration (Dialog Engine, Architect Bot Flows, Dialogflow)
• Outbound Campaign Management and Predictive Dialing
• Genesys Cloud WFM setup and configuration
• Genesys Cloud Reporting and Dashboards
• Proficiency in Genesys Cloud APIs, Data Actions, and CRM integrations (Salesforce, Dynamics, Zendesk, etc.)
• Familiarity with JSON, REST APIs, and scripting for integrations and automation.
• Experience in end-to-end Genesys Cloud CX deployments, migrations, or greenfield setups.

Preferred Qualifications

• Genesys Cloud CX Certification (Professional or higher) Must-have
• Experience with Genesys Cloud SDKs, custom UI extensions, or middleware integrations.
• Knowledge of OAuth, SAML, SSO, and authentication frameworks in Genesys Cloud.
• Exposure to AWS or Azure environments for Genesys Cloud deployments.

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