Job Summary :

We are seeking an experienced Genesys Cloud CX Developer & Architect with strong expertise in Contact Center technologies, CCaaS platforms, IVR development, cloud migrations, and omnichannel customer engagement solutions. The ideal candidate will be responsible for designing, developing, implementing, and supporting enterprise-scale Genesys Cloud CX solutions while collaborating with business stakeholders, architects, and cross-functional teams to deliver innovative customer experience solutions.

The role requires hands-on experience in Genesys Cloud Architect, API integrations, outbound campaigns, workforce engagement management, cloud contact center migrations, and advanced IVR application development.

Key Responsibilities :

Solution Design & Architecture :

- Gather business requirements and translate them into scalable Genesys Cloud CX solutions.

- Design end-to-end Contact Center and CCaaS architectures.

- Create solution roadmaps, HLDs, LLDs, and technical design documents.

- Support RFP/RFI responses and provide technical proposals for clients.

- Define future-state contact center architecture aligned with business objectives.

Genesys Cloud CX Development :

- Develop and maintain complex IVR and digital customer journeys using Genesys Cloud Architect.

- Configure call routing, queues, skills, scripts, wrap-up codes, and contact center workflows.

- Design and implement voice bots, chatbots, and digital messaging solutions.

- Configure omnichannel capabilities including :

1. Voice

2. Chat

3. SMS

4. Email

5. Web Messaging

6. Social Channels

Integration & API Development :

- Develop and manage REST API integrations with third-party systems.

- Configure Data Actions and Web Services integrations within Genesys Cloud.

- Integrate CRM platforms such as Salesforce and other enterprise applications.

- Implement authentication mechanisms including OAuth, SCIM, and API security standards.

- Support integrations with AI and speech platforms such as Amazon Polly and external bot frameworks.

Cloud Migration & Transformation :

- Lead migration projects from legacy contact center platforms, including :

1. Avaya

2. Cisco

3. NEC

4. InContact

5. Genesys On-Premise

- Develop migration strategies and transition plans.

- Perform gap analysis and recommend cloud modernization solutions.

Workforce & Quality Management :

- Configure and manage Workforce Management (WFM).

- Implement Quality Management solutions.

- Develop agent performance dashboards and reporting solutions.

- Configure customer surveys and quality evaluations.

Contact Center Operations :

- Manage outbound campaigns for voice, SMS, and digital channels.

- Support inbound and outbound contact center operations.

- Configure telephony infrastructure, including :

1. SIP Trunks

2. Edge Devices

3. BYOC

4. DID Management

- Collaborate with telecom and networking teams to ensure high availability.

Monitoring & Support :

- Troubleshoot Architect Flows using Execution History and Participant Data.

- Perform incident management, root cause analysis, and production support.

- Monitor platform performance and service availability.

- Support releases, deployments, and change management processes.

Agile Delivery :

- Participate in Agile Scrum ceremonies.

- Collaborate with Product Owners, Business Analysts, Architects, and Development teams.

- Support sprint planning, backlog refinement, testing, and production releases.

Required Skills :

Core Technologies :

- Genesys Cloud CX

- Genesys Cloud Architect

- Genesys App Automation Platform (GAAP)

- Genesys Studio

- Genesys Composer

- Contact Center as a Service (CCaaS)

Contact Center Expertise :

- IVR Design & Development

- Call Routing

- Omnichannel Services

- Workforce Management (WFM)

- Quality Management (QM)

- Outbound Campaigns

- Agent Scripting

- Voice Bots & Chatbots

Integration Technologies :

- REST APIs

- Data Actions

- Salesforce Integration

- SCIM

- OAuth

- Web Services

Cloud & Telecom :

- Cloud Contact Center Architecture

- SIP Trunks

- Edge Servers

- BYOC

- PSTN Connectivity

- DID Provisioning

- Telecom Infrastructure

Tools & Platforms :

- JIRA

- GitHub

- Jenkins

- Cyara

- HP Quality Center

- Visio

- Wireshark

Programming & Databases :

- Python

- SQL

- NoSQL Databases

- VXML

- Java

Methodologies :

- Agile Scrum

- Kanban

- ITIL