[Hiring] Genesys Cloud CX Engineer @Infosys

Role Description

• Contribute to the requirements elicitation process by documenting assigned parts of business requirements, in line with guidance provided.
• Facilitate software application design discussions, and document design decisions to guide the technical team towards building software solutions.
• Participate in coding and integrate new features or updates into existing applications, with a focus on maintaining system stability.
• Conduct code reviews, do changes to the codebase and maintain code repositories.
• Implement test strategies, analyse results, and coordinate bug fixes to uphold the software quality standards.
• Develop user training programs, documentation, and support frameworks to ensure a smooth transition to new software applications.
• Actively participate in resolving production issues and recommend preventive strategies to enhance system reliability.
• Maintain detailed records of code, testing techniques, and support activities to enrich the knowledge base and assist other similar projects.

Your contribution to the team:

• A collaborative spirit and excellent communication skills.
• The ability to handle end to end SDLC phases from requirement gathering to implementation.
• A knack for translating complex requirements into actionable development tasks.
• A passion for design and hands-on coding experience.
• A proactive approach to testing, troubleshooting, and refining our applications.
• The ability to work with cross-functional teams and do software integration.

Qualifications

• Bachelor's degree or foreign equivalent from an accredited institution.
• 8+ years of IT experience with significant experience in Genesys Cloud CX development, support, and operations.
• Experience working in Agile and SDLC environments.
• Strong client-facing communication and stakeholder management skills.
• Ability to work in a global delivery model and support critical production environments.

Requirements

• Strong hands-on experience in Genesys Cloud CX Development, Administration, and Support.
• Expertise in IVR, ACD, Routing, Queues, Data Actions, Integrations, and Outbound Dialer.
• Expert-level troubleshooting and debugging skills across Genesys Cloud environments.
• Strong experience in Incident Management, Problem Management, Change Management, and Production Support.
• Working knowledge of NOC operations, operational monitoring, alert handling, and service restoration processes.
• Experience using ticketing and work management tools such as ServiceNow, Jira, or similar platforms.
• Ability to coordinate and drive issue resolution across multiple vendor teams, business teams, telecom teams, and support organizations.
• Strong understanding of Contact Center Reporting, Analytics, Workforce Management (WFM), and Quality Management (QM).
• Experience with API integrations, Salesforce integrations, and third-party application connectivity.
• Excellent verbal and written communication skills with strong customer-facing experience.

Benefits

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness, Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off