Genesys Designer

Job Title : Core Genesys Designer with Genesys Cloud.

Location : Remote.

Employment Type : Full-time.

About the Role :

The ideal candidate will have at least 3+ years of hands-on experience with Genesys Cloud and a proven track record in designing, integrating, and optimizing omnichannel customer engagement solutions.

Key Responsibilities :

- Develop and configure Architect flows for voice, chat, and digital channels.

- Design roles, access groups, and manage reporting structures within Genesys Cloud.

- Configure and integrate SSO, SCIM, and REST-based backend integrations via Data Actions.

Social & Digital Channel Integration :

- Design and integrate social channels (Facebook, Twitter, Line, WhatsApp) with Genesys Cloud.

Voice & Chat Bot Development :

- Implement conversational flows leveraging AI and automation tools.

Advanced IVR & Speech Recognition :

- Optimize IVR journeys for improved self-service and customer experience.

Coding & API Integration :

- Implement custom features and integrations for extended platform capabilities.

Workforce Management :

- Collaborate with operations teams to optimize workforce scheduling and forecasting.

Required Skills & Experience :

- Strong understanding of contact center transformation and implementation best practices.

- Proficiency in Architect flow development across voice, chat, and social channels.

- Experience in messaging, reporting, roles & access group management.

- Solid background in REST-based backend integration, SSO, and SCIM configurations.

- Hands-on coding skills with Genesys Cloud APIs using SDKs (Java, JavaScript, .NET).

- Practical experience with Genesys WFM platform design, configuration, and deployment.

Preferred Qualifications :

- Experience in AI-powered bot development and integration.

- Exposure to omnichannel analytics and performance optimization.

Soft Skills :

- Excellent communication and documentation skills.

- Ability to work collaboratively with cross-functional teams.

- Proactive, detail-oriented, and able to manage multiple priorities in a fast-paced environment