Genesys Cloud Engineer

About the Role:

Intellectt Inc. is seeking a highly skilled Genesys Cloud Engineer to join our dynamic team in Hyderabad.

This role offers a unique opportunity to design, develop, and optimize cutting-edge IVR and contact center solutions using Genesys Cloud CX.

You will play a critical role in implementing AI-driven experiences through integrations with platforms like Amazon Lex and OpenAI (GPT APIs), helping shape the future of customer engagement.

Key Responsibilities :

- Develop and maintain integrations with Amazon Lex, OpenAI APIs, and other AI/NLP services to enhance conversational capabilities.

- Define and implement intelligent call routing strategies, self-service solutions, and automation workflows.

- Create and manage AWS Lambda functions or middleware to facilitate seamless AI/ML integrations.

- Monitor and optimize IVR performance, call routing logic, and backend integrations.

- Implement secure data dips, RESTful APIs, and web service integrations.

- Ensure all solutions are aligned with scalability, security, and compliance (HIPAA, PCI, etc.)

- Develop and maintain technical documentation, workflows, and operational procedures.

Required Skills & Qualifications :

- Proficient in designing and deploying IVR solutions via Genesys Architect.

- Strong knowledge of AI/ML integrations (e.g., OpenAI GPT, Amazon Lex).

- Familiarity with AWS services such as Lambda, API Gateway, CloudWatch, etc.

- Expertise in working with REST APIs, JSON, and OAuth2.

- Solid understanding of contact center operations, KPIs, and voice/chatbot frameworks.

- Exceptional problem-solving, debugging, and performance tuning skills.

Preferred Qualifications :

- Experience with CI/CD pipelines, version control systems (Git), and Agile methodologies.

- Background in working within regulated environments and implementing secure voice/data handling.