Job Description

Job Description

Who are we looking for?


**Strong and experienced Genesys developers


This role is ideal for a skilled Genesys platform engineer with experience in CI/CD practices, cloud migration, and contact center transformation with strong Genesys Cloud experience. The selected candidate will play a pivotal role in ensuring a seamless migration, implementing best practices, and driving innovation in customer experience


Technical Skills:

  • Minimum of 5+ years of experience with Genesys Contact Center solutions (Engage & Cloud CX).

  • Strong expertise in Genesys Cloud CX migration, including IVR, ACD, WFM, WFO.

  • Experience with CI/CD tools, automation, and cloud-based deployments.

  • Hands-on experience with Genesys APIs, integrations, and cloud architecture.

  • Familiarity with Agile methodologies, JIRA, and DevOps principles.

  • Involves designing, developing, and maintaining Genesys Cloud solutions, including customizations, integrations, and call/voice/chat interaction development, often working with CRM systems and APIs.

    • Key Responsibilities:


    Migration & Implementation:

  • Design, integration, implementation, and deployment of Genesys Cloud CX from legacy Genesys Engage.

  • Configure and migrate IVR flows, ACD routing, queues, and workgroups using Genesys Designer / Architect.

  • Maintain and optimize legacy IVR flows, consolidating and refining them for the cloud environment.

  • Implement Genesys WFM/WFO to enhance operational efficiency.

    • Development & Automation:

  • Apply CI/CD best practices for Genesys Cloud CX deployments, automation, and environment management.

  • Develop integration strategies for Genesys Cloud APIs, third-party applications, and enterprise systems.

  • Ensure compliance with security, scalability, and reliability standards in the cloud environment.

    • Innovation & AI Integration:

  • Work on Conversational AI and Generative AI integration to improve customer engagement.

  • Collaborate with cross-functional teams, including IT, Operations, Call Centers, and external vendors, to enhance the Genesys contact center ecosystem.

  • Work in a squad that ensures the delivery of IT solutions are within the agreed time, cost and quality constraints.

  • Responsible for full software development cycle including design, documentation, estimation, coding, and testing

  • Develop applications using agile methodology

  • As a team, responsible for technical support to ensure that production systems are operational and do not disrupt business operations.

  • Embrace and support a team culture that drives continuous improvement initiatives which can deliver measurable benefits to stakeholders.

    • Process Skills:

  • SDLC experience

  • Testing Deliverables

  • Testing Process Overall

    • Behavioral Skills:

  • Good Communication skills

  • Analytical ability and good interpersonal skills

  • Good attitude

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