Genesys Cloud CX Developer / Consultant

Experience

4–6 Years of Hands-on Experience with Genesys Cloud CX

Working Hours

USA Central Time zone (Night IST hours)

Summary

We are looking for a Genesys Cloud CX Developer with strong hands-on experience in designing, configuring, and implementing omnichannel contact center solutions. The role requires deep expertise in IVR, routing, bots, integrations (especially Salesforce), analytics, and Genesys Cloud administration, along with the ability to work directly with clients to translate business requirements into scalable Genesys-based solutions.

Key Responsibilities

Genesys Cloud Development & Configuration

• Configure and develop IVR and call routing flows using Genesys Architect.
• Design and implement voice bot flows and digital bot flows.
• Configure queues, skills, tasks, agent profiles, security roles, and customer profiles.
• Implement skill-based routing, call recording, Quality Management (QM), and Workforce Management (WFM).
• Perform Genesys Cloud environment setup and administration across development, test, and production environments.

Omnichannel & Dialer

• Set up and manage omnichannel capabilities including Voice, Chat, Email, and SMS.
• Embed and integrate Genesys Cloud Dialer into SaaS applications such as Salesforce.
• Identify and design self-service options through IVR and bots to reduce agent load.

Integration & Authentication

• Integrate Genesys Cloud CX with Salesforce CRM, including Screen Pops, CTI, and data exchange.
• Support integrations related to Workforce Management and Quality Management.
• Implement and manage SAML-based authentication and MFA for Genesys Cloud CX.

Analytics & Reporting

• Configure and support Genesys Cloud Reporting and Analytics.
• Implement Speech Analytics (both real-time and historical).
• Support business teams with insights derived from contact center data and analytics.

Client Engagement & Solution Design

• Engage with clients to understand business requirements and operational needs.
• Propose Genesys Cloud–based solutions aligned with customer experience goals.
• Develop high-level and detailed architecture designs and implementation approaches.
• Support testing, deployment, and validation of new Genesys Cloud features and releases.

Technical Skills

• 4 - 6 years of hands-on experience with Genesys Cloud CX.
• Strong expertise in Genesys Architect, IVR, and routing strategies.
• Experience with Voice Bots, Digital Bots, and self-service solutions.
• Solid understanding of telephony concepts including PBX, CTI, ACD, IVR, and call flows.
• Experience with Speech Analytics, QM, WFM, and call recording.
• Hands-on experience with Salesforce integrations.
• Strong experience in Genesys Cloud administration, configuration, and security.
• Experience implementing SAML authentication and MFA.
• Knowledge of Genesys Cloud release management and testing newly released features.
• Genesys Cloud Certification (preferred).
• Knowledge of USA healthcare, HIPPA, PHI is preferred.
• Experience working in enterprise or large-scale contact center environments.
• Exposure to cloud security, compliance, and best practices.
• Strong communication and stakeholder management skills.
• Ability to work independently and in cross-functional teams.
• Good analytical, troubleshooting, and documentation skills.

Job Types: Full-time, Permanent, Contractual / Temporary
Contract length: 6 months

Pay: ₹1,004,002.97 - ₹1,571,681.92 per year

Benefits:

• Health insurance
• Paid sick time
• Provident Fund
• Work from home

Work Location: Remote