Job DescriptionWe are seeking an experienced Genesys Cloud Engineer to design, implement, and optimize contact centre solutions using Genesys Cloud.
The idóneo candidate will demonstrate expertise in architecting inbound call flows and in-queue flows, as well as configuring and supporting advanced Genesys Cloud features to deliver seamless customer experiences.
Candidates with experience in Genesys Cloud administration, access management, user provisioning, permissions, and related support functions would be particularly relevant.Key ResponsibilitiesImplement inbound call flows and in-queue flows using Genesys Cloud ArchitectDevelop and manage Data Actions, Data Tables, and Triggers to enable dynamic and data-driven workflowsConfigure and maintain Queues, Skills, Wrap Up Codes, Prompts, and Voicemail GroupsDesign and deploy Scripts for agent guidance and customer interactionEstablish and manage Emergency Groups and implement Schedule Changes to ensure business continuityTrack and report Flow Outcomes for continuous improvement of contact center operationsDevelop Common Modules for reusability across call flowsImplement Secure Call Flows to safeguard sensitive customer informationCollaborate with stakeholders to gather requirements and translate them into effective Genesys Cloud solutionsProvide technical guidance and support for ongoing platform enhancements and troubleshootingUtilize Azure DevOps to manage and document stories and features, ensuring clear requirements, acceptance criteria, and alignment with project objectivesUtilize ServiceNow for incident, request, and change management within the ITSM frameworkDemonstrate familiarity with CAB (Change Advisory Board)



change request processes, including submission, review, and implementation of changes to production environmentsWillingness to participate in after-hours on-call support as needed to ensure system stability and rapid issue resolution Required Qualifications:Proven experience architecting and deploying Genesys Cloud solutions, including inbound and in-queue call flowsStrong knowledge of Data Actions, Data Tables, Triggers, Queues, Skills, Wrap Up Codes, Prompts, Voicemail Groups, Scripts, Emergency Groups, Schedule Changes, Flow Outcomes, Common Modules, and Secure Call FlowsExperience with Azure DevOps for CI/CD pipelines, project management, automation, and work item tracking (stories and features)Experience with ServiceNow for IT service management and change controlFamiliarity with CAB change request processes and proceduresAbility to work independently and as part of a cross-functional teamExcellent problem-solving and communication skillsWillingness to be on call after hours for support as requiredPreferred Certifications:Genesys Cloud CX ProfessionalGenesys Cloud CX: ArchitectMandatory Skills: Genesys Contact Centre .
Experience: 5-8 Years .
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📌 Genesys Cloud Engineer (Xico)
🏢 Wipro
📍 Xico