Genesys Cloud Developer

4 weeks ago

india Data Axle India Full time

Genesys Cloud Developer


About Data Axle:


Data Axle Inc. has been an industry leader in data, marketing solutions, sales, and research for over 50 years in the USA. Data Axle now has an established strategic global center of excellence in Pune. This center delivers mission critical data services to its global customers powered by its proprietary cloud-based technology platform and by leveraging proprietary business and consumer databases.


Data Axle India is recognized as a Great Place to Work This prestigious designation is a testament to our collective efforts in fostering an exceptional workplace culture and creating an environment where every team member can thrive.


General Summary:

We are looking for a Genesys Cloud Developer who will be responsible for develop, customise and maintain cloud solutions to meet the business requirements.


Responsibilities:

1. Genesys Cloud Development

  • Implement and manage call flows, IVR systems, and voice/chat interactions within Genesys Cloud.
  • Utilize Genesys APIs to extend and integrate Genesys Cloud functionalities with other tools and platforms.
  • Integrate voice-bots/IVR into Genesys Cloud to provide automated customer support and improve efficiency.


2. CRM Integration

  • Lead the integration of Genesys Cloud with CRM systems (e.g., Salesforce, Microsoft Dynamics).
  • Ensure real-time data synchronization between Genesys Cloud, CRM and other platforms.


3.Customization & Optimization

  • Customize Genesys Cloud interfaces and configure features to align with business needs.
  • Optimize existing call flows, IVR setups, and routing strategies to improve operational efficiency.
  • The role will involve setting up and configuring Genesys platforms or instances, this includes setting up queues, flows, routings, and test pads to optimize call routing, agent management, and quality assurance.


4. Inbound, Outbound, and Campaign Management

  • The role will involve managing and optimizing both inbound and outbound call flows.
  • This includes setting up IVRs, call queues, agent routing rules, dialing lists, campaign configurations, and agent scripts.


5.Technical Leadership:

  • Provide technical guidance and best practices for Genesys Cloud architecture and development along with new Feature configurations.
  • Collaborate with cross-functional teams including IT, Sales, and Customer Support to ensure cohesive integration of Genesys Cloud within the organization's tech stack and integrations.
  • The role might involve setting up and configuring Genesys platforms or instances coordinating with the Genesys support team.


Troubleshooting & Support:

  • Analyze and resolve issues related to Genesys Cloud performance and related integrations.
  • Provide ongoing support and maintenance of Genesys Cloud solutions, ensuring uptime and reliability.
  • Document high-level architecture diagrams and call flow designs in VISIO.


Qualifications:


  • 6+ years of hands-on experience with Genesys Cloud development and customization.
  • Proven experience in integrating Genesys Cloud with CRM systems or other relative platforms.
  • Extensive experience with call/voice interaction design and implementation on Genesys Pure Cloud.
  • Experience with cloud infrastructure (AWS, Azure) and CI/CD pipelines.
  • Experience in setting up and configuring Genesys platforms or instances, including knowledge of infrastructure, networking, and security best practices.
  • Professional experience with integration services including XML, SOAP, REST, TCP/IP, JavaScript, HTML And Dot-Net framework
  • Knowledge of scripting languages (e.g., YAML, Groovy) and orchestration tools for Genesys Cloud.
  • Expertise and familiarity with the Pure Cloud development platform.
  • Excellent understanding of telephony systems and VoIP technologies.
  • Strong problem-solving skills and attention to detail.
  • Ability to work collaboratively in a team environment.
  • Experience with different technology stacks and customization techniques.
  • Genesys Certified Professional (GCP) OR Genesys Cloud Developer Certification (GCX-GCD) is preferred.


This position description is intended to describe the duties most frequently performed by an individual in this position. It is not intended to be a complete list of assigned duties but to describe a position level.


Disclaimer:

Data Axle India follows a merit-based employee recruitment practice with extensive screening steps. Data Axle India does not charge/accept any amount or security deposit from job seekers during the recruitment process.


Job Seekers are requested to be aware of unsolicited or fraudulent communication regarding a job offer or an interview call against payment of money, please stay alert. All Data Axle jobs are published on the Careers page of its website and/or on its LinkedIn profile. Interested job seekers may access the same and apply directly.

If you believe you have been a victim of recruitment fraud, you are requested to approach law enforcement agencies immediately.

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