Genesys Cloud Engineer - CI/CD (5-8 yrs)

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.

Change Management & Documentation :

- Participate in Agile & JIRA-based workflows to track project progress and implementation cycles.

- Support change management processes for routing, queuing, and feature updates.

- Create technical documentation, visual diagrams (Visio, Lucidchart), and training materials.

Qualifications & Experience :

- 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.

- Knowledge of AI-driven contact center enhancements (Conversational AI, Bots, NLP).

- Strong troubleshooting skills and ability to collaborate with cross-functional teams.