[Hiring] Genesys Cloud CX Engineer @Infosys

Role Description

The Infosys Engineering unit is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on adopting a data-first approach to engineering and value-stream management, enabling real-time visibility into the flow of value. Our team leverages advanced technologies such as AI, ML, and predictive analytics to drive continuous improvement, enhance delivery processes, and accelerate time to market.

In the assigned Job Role of Technology Consultant 1, your Area Of Responsibility will be as below:

• Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements.
• Participate in design discussions to capture software specifications, and aid in creation of process documentation.
• Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements.
• Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance.
• Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure.
• Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance.
• Systematically document coding practices, testing methodologies, and technical solutions, thereby enriching team's knowledge repository.

Your contribution to the team:

• An agile mindset with effective communication and problem-solving skills.
• The ability to work on majority of the areas as part of SDLC lifecycle.
• Passion for innovating solutions that drive progress and meet future challenges.
• A proactive approach to monitoring and resolving production issues before they escalate.
• Commitment to continuous learning, knowledge sharing, and fostering team development.

Qualifications

• Bachelor's degree or foreign equivalent from an accredited institution.
• 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

• Experience supporting and developing enterprise-scale Genesys Cloud CX platforms across operations, development, automation, and AI.
• Skilled in production support, complex troubleshooting, operational excellence, and adoption of emerging AI/LLM technologies to enhance customer and agent experiences.

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.