
Genesys Cloud Engineer
2 weeks ago
About the Role:
Intellectt Inc. is seeking a highly skilled Genesys Cloud Engineer to join our dynamic team in Hyderabad.
This role offers a unique opportunity to design, develop, and optimize cutting-edge IVR and contact center solutions using Genesys Cloud CX.
You will play a critical role in implementing AI-driven experiences through integrations with platforms like Amazon Lex and OpenAI (GPT APIs), helping shape the future of customer engagement.
Key Responsibilities :
- Develop and maintain integrations with Amazon Lex, OpenAI APIs, and other AI/NLP services to enhance conversational capabilities.
- Define and implement intelligent call routing strategies, self-service solutions, and automation workflows.
- Create and manage AWS Lambda functions or middleware to facilitate seamless AI/ML integrations.
- Monitor and optimize IVR performance, call routing logic, and backend integrations.
- Implement secure data dips, RESTful APIs, and web service integrations.
- Ensure all solutions are aligned with scalability, security, and compliance (HIPAA, PCI, etc.)
- Develop and maintain technical documentation, workflows, and operational Skills & Qualifications :
- Proficient in designing and deploying IVR solutions via Genesys Architect.
- Strong knowledge of AI/ML integrations (e.g., OpenAI GPT, Amazon Lex).
- Familiarity with AWS services such as Lambda, API Gateway, CloudWatch, etc.
- Expertise in working with REST APIs, JSON, and OAuth2.
- Solid understanding of contact center operations, KPIs, and voice/chatbot frameworks.
- Exceptional problem-solving, debugging, and performance tuning Qualifications :
- Experience with CI/CD pipelines, version control systems (Git), and Agile methodologies.
- Background in working within regulated environments and implementing secure voice/data handling.
(ref:hirist.tech)
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