Overview
On Site
Full Time
Accepts corp to corp applications
Contract - W2
Contract - Independent
Skills
call routing
Genesys Contact Center
Genesys Cloud CX or Genesys Engage
IVR call flows
Job Details
- Design, develop, and customize Genesys Contact Center solutions using Genesys Cloud CX or Genesys Engage
- Configure and manage IVR call flows using Genesys Architect / Composer / GVP
- Develop and enhance routing strategies, call flows, queues, skills, and interaction handling
- Integrate Genesys with external systems such as CRM (Salesforce, ServiceNow), ticketing systems, and third-party APIs
- Develop and maintain CTI integrations, screen pops, and agent desktop enhancements
- Work on inbound, outbound, blended, and omnichannel contact center solutions (voice, email, chat, SMS, social)
- Troubleshoot production issues related to call routing, IVR, SIP, and integrations
- Participate in requirements gathering, solution design, development, testing, and deployment
- Ensure adherence to security, compliance, and performance best practices
- Collaborate with QA teams on test strategy, defect resolution, and UAT support
- Prepare technical documentation and support knowledge transfer activities
Required Skills & Qualifications:
Technical Skills:
- Strong experience with Genesys Cloud CX or Genesys Engage
- Hands-on experience with one or more of the following:
- Genesys Architect / Composer
- Genesys Voice Platform (GVP)
- Routing Strategies & Call Flows
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- Experience with IVR development, prompts, grammars, and menus
- Knowledge of SIP, VoIP, call routing, and telephony concepts
- Experience with REST APIs, web services, and system integrations
- Scripting or programming experience (Java, JavaScript, Python, or similar)
- Experience with reporting and analytics (Genesys Reporting, Infomart, WFM integration)
Preferred / Nice-to-Have Skills:
- Experience with Outbound Campaign Management
- Knowledge of Genesys Workforce Management (WFM) and Quality Management (QM)
- Experience in cloud migrations (on-prem Genesys Engage to Genesys Cloud)
- Familiarity with DevOps, CI/CD, and version control tools
- Genesys certifications (Google Cloud Platform, GCA, GCD)
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