Genesys Cloud CX/AI Engineer - Contact Center
Ara Resources Pvt Ltd
Role Summary :ARA's Client is seeking a skilled Genesys Cloud CX/AI Engineer to design, configure, and optimize their enterprise Genesys Cloud CX environments. The ideal candidate will collaborate with various teams to deliver reliable and scalable contact center solutions.Key Responsibilities :- Administer, configure, and support Genesys Cloud CX environments.- Design and maintain IVR, ACD, queues, and call routing.- Configure and support omnichannel capabilities including Voice, Chat, Email, and Messaging.- Troubleshoot call routing, SIP, and telephony issues.- Monitor platform health, performance, and contact center metrics.- Develop and maintain reports and analytics using Genesys Cloud capabilities.- Coordinate with support teams for issue resolution.- Participate in migration and modernization initiatives.Must-Have Qualifications :- 2.5 - 8 years of hands-on experience with Genesys Cloud CX/AI.- Strong knowledge of IVR, ACD, and call routing.- Experience with SIP, SIP trunking, and cloud telephony.- Proficient in REST APIs and integrations.- Genesys Cloud CX Certified Professional certification.Nice to Have :- Experience with Salesforce and ServiceNow integrations.- Knowledge of AWS or Azure fundamentals.- Familiarity with Python or PowerShell scripting.Behavioral Competencies :- Strong ownership mindset.- Excellent stakeholder communication.- Proactive approach toward automation.- Ability to work effectively in global environments. (ref:hirist.tech)
Vacancy posted 12 hours ago
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