Genesys Cloud CX Specialist
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Job Location:
Monthly Salary:
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Roles & Responsibilities :
We are looking to onboard an experienced Genesys Cloud CX Specialist / Solution Architect from a vendor or system integrator to support design configuration and rapid implementation of contact center solutions built on Genesys Cloud CX.
This role is hands-on and delivery-driven not advisory-only. The resource is expected to independently design and configure IVR flows routing strategies and AI capabilities and support end-to-end implementation activities across multiple business units.
Scope of Work & Responsibilities
Genesys Cloud CX Architecture
Design and implement end-to-end Genesys Cloud CX solutions covering voice digital and AI use cases.
Own solution architecture decisions aligned with business operational and CX KPIs.
Support multi-queue multi-BU and high-volume contact center environments.
IVR & Routing Configuration
Design and configure Architect-based IVR flows including:
o Complex inbound routing logic
o Skill-based data-driven and priority routing
o Time-of-day holiday and regional routing
Optimize routing strategies to improve FCR AHT and CSAT.
AI & Automation Capabilities
Implement and configure Genesys AI features including:
o Predictive routing
o Agent Assist and AI-powered guidance
o Conversation summaries and intent recognition
Design and deploy conversational bots using AI Studio:
o Intent modelling and training
o Voice and digital bot flows
o Seamless bot-to-agent handover
Configure AI Guides for real-time agent support and compliance prompts.
Integration & Technical Enablement
Support integrations with CRM and backend systems using:
o REST APIs
o Webhooks
o Genesys Cloud APIs
Collaborate with internal and external teams during integration testing and go-live.
Delivery & Support
Rapid implementation of changes enhancements and new use cases.
Support UAT production deployment and post-go-live stabilization.
Troubleshoot complex IVR routing AI and interaction issues.
Provide technical documentation and knowledge transfer where required.
Required Skills & Experience
Mandatory
Strong hands-on experience with Genesys Cloud CX (minimum 34 years within total 57 years experience).
Deep expertise in:
o Architect (IVR & routing)
o Queues skills routing strategies
o Inbound voice and digital channels
Proven experience delivering production-ready solutions under tight timelines.
AI & Advanced Features
Practical experience with:
o AI Studio
o AI Guides
o Genesys AI capabilities (Agent Assist predictive routing conversational AI)
Ability to design real-world conversational journeys (not just demos).
Professional Skills
Strong problem-solving and troubleshooting skills.
Ability to work independently with minimal supervision.
Clear communication with technical teams operations and business stakeholders.
Certifications (Preferred)
Genesys Cloud CX certifications such as:
o Genesys Cloud CX Professional
o Genesys Cloud CX Architect
o Genesys Cloud CX Developer (good to have)
Vendor Expectations
Resource must be deployable immediately or with minimal onboarding.
Experience working as part of vendor-led or SI-led implementations is mandatory.
Ability to support multiple workstreams or BUs in parallel is highly preferred.
Knowledge transfer and documentation may be required as part of engagement closure.
Qualifications :
Experience :
57 years (MidSenior Level)
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Sales Experience
- Crane
- Customer Service
- Communication skills
- Heavy Equipment Operation
- Microsoft Word
- Case Management
- OSHA
- Team Management
- Catheterization
- Microsoft Outlook Calendar
- EHS
About Company
Bosch first started in Vietnam with a representative office in 1994. Bosch has its main office in Ho Chi Minh City, with branch offices in Hanoi and Da Nang, and a Powertrain Solutions plant in the Dong Nai province to manufacture pushbelt for continuously variable transmissions (CVT) ... View more
