CST - Cyber Sapient | Senior Genesis Cloud Engineer | kochi

4 weeks ago

kochi, India CST - Cyber Sapient Full time
Are You Ready to Shape the Future of Customer Experience?
We're seeking a dynamic, innovative Senior Genesys Cloud Engineer to join our team This role is ideal for someone passionate about creating impactful customer solutions, optimizing operational efficiency, and leveraging cutting-edge cloud technology in a collaborative, fast-paced environment.
As a Genesys Cloud expert, you’ll be instrumental in designing and implementing customized solutions that elevate customer interactions and streamline operations. This position offers the flexibility of remote work, the excitement of problem-solving at scale, and the opportunity to make a lasting impact on the customer experience landscape.
What You'll Do:
1. Lead Solution Design & Development:
Drive the creation of customized Genesys Cloud solutions, from IVR and bot flows to real-time reporting, meeting complex business requirements.
Design with a focus on enhancing user experience and aligning with organizational goals.
2. Platform Configuration & Optimization:
Configure and optimize Genesys Cloud components, including call managers, IVR, digital bot flows, and workforce management tools.
Ensure every aspect of the platform is geared for quick, efficient customer engagement.
3. System Integration Mastery:
Seamlessly integrate Genesys Cloud with essential platforms like CRM systems, third-party applications, and data sources using APIs.
Ensure smooth and secure data flow across systems to support efficient operations.
4. Proactive Troubleshooting & Support:
Tackle technical challenges head-on to minimize operational disruptions.
Improve resolution speed with refined escalation processes and consistent support.
5. Document & Share Knowledge:
Maintain thorough documentation for configurations, workflows, and integrations.
Lead knowledge-sharing sessions and create technical guides to support team development and onboarding.
6. Collaborate Cross-Functionally:
Work closely with business analysts, project managers, and stakeholders to define and deliver innovative solutions.
Bridge technical expertise with non-technical stakeholders, translating requirements into actionable technical plans.

7. Testing & Quality Assurance:
Conduct in-depth testing across performance, security, and functionality to ensure deployment readiness.
Continuously monitor for high-quality, error-free performance post-deployment.
8. Drive Continuous Improvement:
Stay on top of the latest Genesys Cloud features, industry trends, and best practices.
Champion new enhancements to elevate customer satisfaction, team efficiency, and system performance.
What You'll Bring:
  • Expertise in Genesys Cloud: 7+ years of hands-on experience with Genesys Cloud, including advanced configuration, development, and integration capabilities.
  • Technical Skills: Proficiency in languages like JavaScript or Python, with a solid foundation in RESTful services, APIs, and SQL.
  • Domain Knowledge: Deep understanding of contact center concepts, including routing, IVR, and quality assurance.
  • Problem-Solving Abilities: Proven experience in diagnosing and resolving complex technical issues.
  • Communication Skills: Excellent communicator who can translate technical ideas for non-technical stakeholders.
  • Team Player: Comfortable working collaboratively in dynamic environments, with the adaptability to handle multiple tasks and evolving priorities.
Preferred Qualifications:
  • Genesys Cloud certifications or other relevant certifications.
  • Hands-on experience integrating with platforms like Salesforce or Qualtrics.
  • Familiarity with DevOps practices to improve deployment speed and reliability.
Ready to Join a Forward-Thinking Team?
If you’re passionate about creating next-generation customer experiences and thrive on solving complex technical challenges, we’d love to hear from you This role offers you the chance to work with a dedicated team, develop impactful solutions, and advance your career in a supportive, innovation-focused environment.

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