Genesys Cloud Developer & Designer â IVR & Contact Center
Genesys Cloud Developer & Designer â IVR & Contact Center
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Job Description
Role: Genesys Cloud Developer & Designer IVR & Contact Center
Location: : Anywhere In USA (Need to Work in Infosys Office)
Contract duration :Long Term
Minimum years of experience: 8 years
Job Summary:
We are seeking a skilled Genesys Cloud Developer & Designer with hands-on experience in IVR development contact center architecture and Genesys Cloud (PureCloud) solutions. The ideal candidate will be responsible for designing developing and maintaining customer experience flows across voice and digital channels using Genesys Cloud tools.
Key Responsibilities:
- Design and develop IVR call flows and routing strategies using Genesys Cloud Architect.
- Collaborate with business stakeholders and analysts to understand customer interaction needs and translate them into technical solutions.
- Configure and maintain Genesys Cloud CX platform including voice chat email and digital channels.
- Integrate Genesys Cloud with third-party systems (e.g. CRM WFM databases) using APIs and web services.
- Develop and maintain call routing queue management and self-service solutions.
- Troubleshoot and resolve issues in IVR call flows and integrations.
- Monitor platform performance and suggest improvements for reliability and user experience.
- Work closely with QA and DevOps teams to ensure smooth deployments and minimal downtime.
- Document design configuration and technical solutions for ongoing support.
Required Skills:
- 5 years of experience in Genesys Cloud (PureCloud) platform.
- Strong experience with IVR design call flow development using Genesys Cloud Architect.
- Experience integrating with RESTful APIs webhooks and other cloud services.
- Proficiency in scripting languages (e.g. JavaScript Python) is a plus.
- Good understanding of telephony concepts SIP routing ACD CTI and WFM tools.
- Knowledge of contact center operations and customer engagement workflows.
- Experience with version control tools (e.g. Git) and Agile methodologies.
- Excellent problem-solving and communication skills.
Preferred Qualifications:
- Genesys Cloud CX certification(s).
- Experience in AWS Azure or other cloud platforms.
- Background in designing Omnichannel customer experiences (Voice Chat Email SMS Social).
- Prior experience in a consulting or client-facing role is a plus.
Employment Type
Full-time
