Build and administer Genesys Cloud CX contact center solutions, including IVR architectures, call routing, queues, skills-based routing, and integrations. Develop automation with JavaScript or Python, using APIs, SDKs, webhooks, and JSON. Establish Azure DevOps and Git-based CI/CD pipelines, conduct integration testing, troubleshoot technical issues, and oversee incident, change, and release management to maintain system reliability and compliance.
Genesys Cloud Automation & DevOps Engineer
Summary
Our organization is looking for a talented Genesys Cloud Engineer focused on constructing and automating sophisticated contact center platforms. This position is essential for creating, deploying, and sustaining intricate IVR call paths, routing methodologies, and system connections. The ideal candidate will apply their Genesys Cloud administration knowledge to optimize workflows through resilient CI/CD deployment frameworks, guaranteeing maximum uptime and performance for our communication systems.
Location: Mumbai, Gurugram
Experience: 6-11 years
Responsibilities
- Architect and build end-to-end contact center solutions tailored to the Genesys Cloud CX ecosystem.
- Design and refine interactive voice response (IVR) architectures alongside complex call routing logic.
- Configure queue parameters and deploy skills-based routing mechanisms to boost agent productivity.
- Create and sustain integrations leveraging Genesys Cloud REST APIs, SDKs, webhooks, and JSON data formats.
- Automate operational tasks and develop custom features using JavaScript or Python scripting.
- Set up and maintain CI/CD pipelines via Azure DevOps and Git to facilitate smooth code releases.
- Conduct API integration testing and troubleshoot challenging technical obstacles.
- Supervise incident, change, and release management protocols to ensure system reliability and regulatory adherence.
Requirements
- Demonstrated, practical experience in developing and administering Genesys Cloud CX environments.
- Advanced proficiency in Genesys Architect, with a specific focus on IVR design and call flow management.
- Solid expertise in configuring queues and executing skills-based routing strategies.
- Comprehensive knowledge of Genesys Cloud REST APIs, SDKs, webhooks, and JSON data manipulation.
- Strong programming skills in JavaScript or Python for automation and integration purposes.
- Hands-on experience with Azure DevOps, Git version control, and the implementation of CI/CD pipelines.
- Proven capability in API integration, technical troubleshooting, and system diagnostics.
- Working knowledge of IT service management frameworks, including incident, change, and release management procedures.
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