Specialist – Interactive
Location: Hyderabad, India
Job ID: 7758445
Experience: 7–8 Years
Employment Type: Permanent
Job Summary
We are seeking a Senior Genesys Engineer to lead the design, architecture, and optimization of advanced Genesys Contact Center solutions. The ideal candidate will possess deep technical expertise in the Genesys suite, experience in contact center transformation, and a strong ability to drive strategic initiatives that enhance customer experience and system performance.
Key Responsibilities
- Lead the design and architecture of complex Genesys Cloud / Genesys Engage environments.
- Develop scalable, resilient solutions for high-volume contact centers.
- Design and implement AI-powered solutions (chatbots, voicebots, predictive routing).
- Customize agent desktops, dashboards, and reporting tools to align with business needs.
- Integrate Genesys solutions with CRM systems, workforce management tools, and other enterprise applications.
- Collaborate with DevOps and IT teams to implement CI/CD pipelines for Genesys environments.
- Develop and manage APIs and web services for seamless system integration.
- Conduct performance analysis and optimization for call quality and system speed.
- Use analytics to identify trends and continuous improvement opportunities.
- Ensure compliance with industry standards, data protection, and security protocols.
- Lead incident management, root cause analysis, and disaster recovery planning.
- Maintain comprehensive documentation for configurations and troubleshooting.
- Act as the Subject Matter Expert (SME) for all Genesys-related initiatives.
Qualifications
- Education: Bachelor’s or Master’s in Computer Science, IT, or related field (or equivalent experience).
- Experience: 8+ years of hands-on experience with Genesys Cloud / Engage platforms and related technologies.
Technical Skills
- Mandatory Skills: Java, Node.js, React, Genesys
- Expertise in Genesys architecture, configuration, and deployment
- Strong programming skills in Java, Python, or C
- Deep understanding of SIP, VoIP, and network technologies
- Experience with cloud platforms (AWS, Azure) and virtualization
Soft Skills
- Excellent communication, presentation, and stakeholder management
- Strong analytical thinking and problem-solving abilities
- Ability to lead and collaborate in cross-functional teams
Preferred / Good-to-Have
- Genesys Certified Professional (GCP) or Genesys Certified Expert (GCE)
- Experience with AI, Machine Learning, Copilot, and CX analytics
- Familiarity with Agile / Scrum methodologies
- Experience in global contact center implementations and large-scale deployments