Delivery Module Lead

2 days ago

Chennai, Tamil Nadu, India Mphasis Full time

Job Description
Who are we looking for?

  • Strong and experienced Genesys developers

This role is ideal for a skilled
Genesys platform engineer
with experience in
CI/CD practices
,
cloud migration
, and
contact center transformation
with strong Genesys Cloud experience. The selected candidate will play a pivotal role in ensuring a
seamless migration
, implementing
best practices
, and driving
innovation
in customer experience

Technical Skills

  • Minimum of 5+ years of experience with Genesys Contact Center solutions (Engage & Cloud CX).
  • Strong expertise in Genesys Cloud CX migration, including IVR, ACD, WFM, WFO.
  • Experience with CI/CD tools, automation, and cloud-based deployments.
  • Hands-on experience with Genesys APIs, integrations, and cloud architecture.
  • Familiarity with Agile methodologies, JIRA, and DevOps principles.
  • Involves designing, developing, and maintaining Genesys Cloud solutions, including customizations, integrations, and call/voice/chat interaction development, often working with CRM systems and APIs.

Key Responsibilities
Migration & Implementation:

  • Design, integration, implementation, and deployment of Genesys Cloud CX from legacy Genesys Engage.
  • Configure and migrate IVR flows, ACD routing, queues, and workgroups using Genesys Designer / Architect.
  • Maintain and optimize legacy IVR flows, consolidating and refining them for the cloud environment.
  • Implement Genesys WFM/WFO to enhance operational efficiency.

Development & Automation

  • Apply CI/CD best practices for Genesys Cloud CX deployments, automation, and environment management.
  • Develop integration strategies for Genesys Cloud APIs, third-party applications, and enterprise systems.
  • Ensure compliance with security, scalability, and reliability standards in the cloud environment.

Innovation & AI Integration

  • Work on Conversational AI and Generative AI integration to improve customer engagement.
  • Collaborate with cross-functional teams, including IT, Operations, Call Centers, and external vendors, to enhance the Genesys contact center ecosystem.
  • Work in a squad that ensures the delivery of IT solutions are within the agreed time, cost and quality constraints.
  • Responsible for full software development cycle including design, documentation, estimation, coding, and testing
  • Develop applications using agile methodology
  • As a team, responsible for technical support to ensure that production systems are operational and do not disrupt business operations.
  • Embrace and support a team culture that drives continuous improvement initiatives which can deliver measurable benefits to stakeholders.

Process Skills

  • SDLC experience
  • Testing Deliverables
  • Testing Process Overall

Behavioral Skills

  • Good Communication skills
  • Analytical ability and good interpersonal skills
  • Good attitude

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