Senior Genesys Engineer (5-7+ Years Exp ) Hyderabad

@Algae Services posted 7 hours ago Email Job

Job Detail

  • Job ID 60836

Job Description

Job ID: 804136

Experience: 5- 7+ Years

Location: Hyderabad

Type: Permanent

Job Summary

The Senior Genesys Engineer serves as a key technical leader responsible for the design, architecture, and optimization of advanced Genesys Contact Center solutions. With deep expertise in the Genesys suite and a strong background in contact center transformation, this role drives strategic initiatives ensuring seamless integration, peak performance, and superior customer experiences across all channels.

Key Responsibilities

  • Architect & Design: Lead the architecture and design strategy for complex Genesys Cloud and Genesys Engage environments.
  • Scalability & Performance: Develop scalable, resilient, and high-performing contact center solutions that meet evolving business demands.
  • IVR & Routing: Design sophisticated call routing, IVR, and customer engagement workflows leveraging AI capabilities.
  • AI & Automation: Implement AI-powered solutions (chatbots, voicebots, predictive routing) to enhance automation and CX.
  • Integration & Customization: Integrate Genesys with CRM, Workforce Management (WFM), and enterprise systems. Customize agent desktops, dashboards, and reports to align with business KPIs.
  • DevOps & APIs: Collaborate with DevOps teams to establish CI/CD pipelines for Genesys environments. Manage APIs and web services ensuring seamless cross-system data flow.
  • Performance Optimization: Conduct in-depth performance analysis and fine-tuning to ensure optimal call quality, speed, and reliability.
  • Analytics & Continuous Improvement: Use reporting and analytics tools to track trends, identify improvement areas, and enhance operational efficiency.
  • Security & Compliance: Ensure compliance with data protection, security, and industry standards. Perform regular security audits and maintain robust disaster recovery and redundancy plans.
  • Support & Documentation: Act as SME for all Genesys-related initiatives, lead root cause analysis, and maintain detailed technical documentation.

Qualifications

Education:

Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience:

7–8 years of hands-on experience with Genesys Cloud, Genesys Engage, and related components.

Technical Skills

  • Expertise in Genesys platform architecture, configuration, and deployment
  • Strong programming skills: Java, Node.js, React, Python, or C
  • Advanced understanding of SIP, VoIP, and network technologies
  • Experience with cloud infrastructure (AWS, Azure) and virtualization
  • Proficiency in APIs, microservices, and DevOps integration

Soft Skills

  • Excellent communication and stakeholder management
  • Strong analytical thinking and complex problem-solving ability
  • Leadership in cross-functional and global environments

Preferred / Good-to-Have

  • Genesys Certified Professional (GCP) or Genesys Certified Expert (GCE)
  • Experience with AI/ML, Copilot, and CX analytics tools
  • Familiarity with Agile/Scrum methodologies
  • Experience in global contact center transformations or large-scale deployments

Mandatory Skills

  • Java
  • Node.js
  • React
  • Genesys
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