What You'll Do:Implement and support end-to-end Genesys Cloud CX solutionsDesign and configure IVR, ACD, Architect Flows, queues, skills, and routing strategiesManage inbound/outbound voice routing, SIP trunks, dial plans, and telephony componentsSupport digital channels including chat, email, messaging, and callbacksIntegrate Genesys Cloud with CRM platforms using native connectors and REST APIsConfigure and support Quality Management (QM) and Workforce Management (WFM) featuresTroubleshoot production issues and optimize contact center performanceCreate technical documentation, call flow diagrams, and operational runbooksWhat We're Looking For:4+ years of hands-on experience with Genesys Cloud CXStrong expertise in Architect Flows, IVR, ACD, routing, queues, and telephonyWorking knowledge of SIP, call routing, and contact center fundamentalsExperience supporting digital channels (Chat, Email, Messaging, Callback)Exposure to CRM integrations using connectors and APIsUnderstanding of contact center KPIs, SLAs, and operational best practicesNice to Have:Genesys Cloud CX Professional or Specialist CertificationExperience with Dialogflow, bots, or digital self-service solutionsExposure to Quality Management (QM), Workforce Management (WFM), or Reporting modulesExperience in BFSI or other regulated industries
