Genesys Cloud Engineer

Overview :

Key Responsibilities :

- Integrate VJ workflows with ACD/IVR systems such as Genesys Cloud or NICE CXone for a cohesive, end-to-end customer experience.

- Collaborate with stakeholders to understand journey requirements, call flows, and automation opportunities.

- Optimize workflow performance and ensure accurate data capture to aid live agents during handoffs.

- Troubleshoot and resolve technical issues related to platform integration and workflow execution.

- Document system configurations, workflow logic, and integration points clearly and accurately.

Required Skills & Experience :

- Proven hands-on experience with either Genesys Cloud or NICE CXone.

- Strong background in ACD/IVR integration and workflow automation.

- Demonstrated ability to design and deliver Visual Journey (VJ) workflows.

- Experience in customer experience optimization, including contextual data capture and routing logic.

- Excellent problem-solving and communication skills.

Preferred Qualifications :

- Familiarity with scripting, API integrations, and IVR development best practices.

- Certifications in Genesys Cloud or NICE CXone are a strong plus.