Genesys Cloud Engineer

4 weeks ago

Hyderabad Telangana India, Telangana Intellectt Inc Full time

Job Summary:


We are seeking an experienced Genesys Cloud Engineer to join our team to design, configure, and optimize IVR solutions on Genesys Cloud CX. The ideal candidate should have a strong background in IVR development, cloud-based contact center platforms, and hands-on experience integrating with Amazon Lex, OpenAI models (e.g., GPT), or other conversational AI technologies.


Key Responsibilities:

• Design and configure IVR call flows in Genesys Cloud Architect.

• Implement integrations with Amazon Lex, OpenAI APIs, or other NLP/AI services for conversational experiences.

• Collaborate with stakeholders to define call routing strategies and automation opportunities.

• Create and maintain Lambda functions or middleware for seamless AI integrations.

• Monitor, troubleshoot, and optimize call flows, routing logic, and integration performance.

• Implement and manage data dips, web services integrations, and secure API connections.

• Ensure solutions align with compliance, security, and scalability requirements.

• Create documentation for IVR configurations, integrations, and operational procedures.


Required Skills & Experience:

• 3+ years of experience working with Genesys Cloud CX (formerly PureCloud).

• Strong expertise in IVR design using Genesys Architect.

• Hands-on experience integrating with Amazon Lex, OpenAI (GPT APIs), or similar AI/ML platforms.

• Familiarity with AWS services like Lambda, API Gateway, and CloudWatch.

• Proficiency in REST APIs, JSON, and OAuth2 authentication.

• Understanding of contact center metrics, call routing, and voice bots/chatbots.

• Strong troubleshooting and debugging skills.


Preferred Qualifications:

• Genesys Cloud CX certifications (e.g., GCX Developer, GCX Architect).

• Experience with CI/CD pipelines and version control (Git).

• Familiarity with secure voice/data handling in regulated environments (e.g., HIPAA, PCI).

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