What are the responsibilities and job description for the Genesys Cloud CX Engineer position at kartikbekhamjohrii2@gmail.com?
Role: Genesys Cloud CX Engineer
Location: - Hartford (CT), Indianapolis (IN), Phoenix (AZ), Providence (RI), Raleigh (NC), and Richardson (TX) (ONSITE)
Duration: Fulltime
JD-
Required 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.
Key Responsibilities
• Design, develop, configure, and support Genesys Cloud CX solutions including IVR, ACD, routing strategies, outbound dialer, omnichannel capabilities, bot flows, and integrations.
• Provide production support and operational ownership by managing incidents, defects, problem records, change requests, platform stability, continuous service improvements, and supporting project and transformation initiatives when required.
• Collaborate directly with customers, business users, operations teams, and multiple vendor teams to troubleshoot complex issues, communicate resolutions effectively, and ensure timely service restoration.
• Support enterprise integrations with CRM, APIs, reporting platforms, workforce solutions, telecom carriers, and other third-party applications.
• Participate in root cause analysis, platform governance, release activities, deployment validations, and operational readiness reviews.
• Contribute to automation, AI, and self-service initiatives using modern conversational AI and GenAI capabilities.
• Create and maintain technical documentation, solution designs, operational procedures, and knowledge base articles.
• Work closely with onshore and offshore teams to ensure successful delivery and support of business-critical contact center applications.
Must Have
• 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.