Description :

- Experience : 8+ years.

- Work location : Bengaluru.

- Education : Any full time graduation/degree.

Role Summary :

- Provide technical leadership, solution design, and consultancy for the Genesys Cloud CX platform supporting a large-scale Global Service Desk.

- Lead platform enhancements, integrations, and innovation initiatives to improve service performance and enable new capabilities.

Key Responsibilities :

- Act as technical authority for Genesys Cloud CX design and standards.

- Design and implement omni-channel solutions using Genesys Architect (Voice, IVR, Chat, Email, Bot).

- Lead platform enhancements, integrations, and continuous improvement initiatives.

- Deliver consultancy across solution lifecyclefrom requirements to optimisation.

- Implement CX-as-Code using Terraform, CI/CD pipelines, and GitHub.

- Produce high-quality technical documentation and support governance.

- Collaborate with business stakeholders, vendors, and delivery teams.

- Contribute to platform roadmap and support pre-sales/discovery activities.

Key Skills & Experience :

- Deep hands-on expertise with Genesys Cloud CX.

- Strong experience with REST APIs and system integrations.

- Proven Terraform / Infrastructure-as-Code and CI/CD experience.

- Consulting experience on enterprise CCaaS platforms.

- Familiarity with Agile / SAFe delivery.

- Excellent stakeholder communication and leadership skills.

Preferred Certifications :

- Genesys Cloud certifications.