Genesys Cloud Engineer

1 week ago

Hyderabad, India 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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