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