Role Summary :

ARA's Client is seeking a skilled Genesys Cloud CX/AI Engineer to design, configure, and optimize their enterprise Genesys Cloud CX environments. The ideal candidate will collaborate with various teams to deliver reliable and scalable contact center solutions.

Key Responsibilities :

- Administer, configure, and support Genesys Cloud CX environments.

- Design and maintain IVR, ACD, queues, and call routing.

- Configure and support omnichannel capabilities including Voice, Chat, Email, and Messaging.

- Troubleshoot call routing, SIP, and telephony issues.

- Monitor platform health, performance, and contact center metrics.

- Develop and maintain reports and analytics using Genesys Cloud capabilities.

- Coordinate with support teams for issue resolution.

- Participate in migration and modernization initiatives.

Must-Have Qualifications :

- 2.5 - 8 years of hands-on experience with Genesys Cloud CX/AI.

- Strong knowledge of IVR, ACD, and call routing.

- Experience with SIP, SIP trunking, and cloud telephony.

- Proficient in REST APIs and integrations.

- Genesys Cloud CX Certified Professional certification.

Nice to Have :

- Experience with Salesforce and ServiceNow integrations.

- Knowledge of AWS or Azure fundamentals.

- Familiarity with Python or PowerShell scripting.

Behavioral Competencies :

- Strong ownership mindset.

- Excellent stakeholder communication.

- Proactive approach toward automation.

- Ability to work effectively in global environments.