Genesys Cloud CX EngineerGenesys Cloud CX Engineer
Tech3pillars Technologies
Job Title: Genesys Cloud CX Engineer
Location: Remote
Required Skills
- Genesys Cloud CX
- Contact Center / CCaaS Platforms
- Call Flows, Architect & Routing
- API Integrations
- Troubleshooting & Production Support
- Cloud-based Contact Center Solutions
- Conversational AI / Chatbots (Preferred)
- Strong Communication Skills
Job Summary
We are seeking a Genesys Cloud CX Engineer with 3 4 years of hands-on experience designing, developing, integrating, and supporting Genesys Cloud CX / CCaaS solutions. The ideal candidate will have strong experience with Genesys Architect, IVR/call flows, routing, API integrations, and production troubleshooting .
The candidate will work closely with business, technical, and contact center teams to develop scalable cloud-based contact center solutions and resolve production issues. Experience with Conversational AI, chatbots, or virtual agents is highly preferred.
Key Responsibilities
- Design, develop, configure, and maintain Genesys Cloud CX contact center solutions.
- Develop and maintain Genesys Architect call flows , IVR flows, routing logic, and related contact center workflows.
- Configure ACD, queues, skills, routing rules, schedules, transfers, prompts, and call handling .
- Develop and support integrations between Genesys Cloud and enterprise/third-party applications.
- Work with REST APIs, Genesys Cloud APIs, Data Actions, webhooks, and other integration mechanisms .
- Troubleshoot and resolve Genesys Cloud, IVR, routing, integration, and production issues .
- Provide production support, incident analysis, root-cause investigation, and issue resolution.
- Monitor contact center applications and proactively identify potential performance or availability issues.
- Collaborate with business analysts, developers, QA teams, contact center operations, and stakeholders to understand requirements and implement solutions.
- Participate in testing, deployment, release activities, and post-production validation.
- Support cloud-based contact center modernization and continuous improvement initiatives.
- Develop technical documentation for Architect flows, integrations, configurations, troubleshooting procedures, and support processes .
- Participate in Agile/Scrum ceremonies and provide regular technical status updates.
- Where applicable, support Conversational AI, chatbots, virtual agents, and AI-enabled customer self-service solutions.
Vacancy posted 2 days ago
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