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# Genesys Cloud CX Engineer

- **Company:** Infosys
- **Location:** New York, NY, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $62,000.0 - $86,800.0
- **Contract:** Permanent contract
- **Skills:** Adobe InDesign, Agile Methodology, Artificial Intelligence, Software Applications, Microsoft Visio, Systems Development Life Cycle, Salesforce.Com, Software Engineering, Strategies of Testing, Pega, Scripting, Chatbots, Genesys, Large Language Models, Generative AI, Apigee, Information Technology, Marketplace, Software Performance
- **Published:** August 20, 2026
- **Apply:** https://sjobs.brassring.com/TGnewUI/Search/home/HomeWithPreLoad?partnerid=25633&siteid=5439&PageType=JobDetails&jobid=2250250

## About the Role

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, * 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.
 * Client-facing communication and stakeholder
management skills.

 * Ability to work in a global delivery model and support
critical production environments., Experience supporting and developing enterprise-scale
Genesys Cloud CX platforms across operations,
development, automation, and AI. Candidates should be
skilled in production support, complex troubleshooting,
operational excellence, and adoption of emerging AI/LLM
technologies to enhance customer and agent experiences.
Good to Have

 * Understanding of VUI design principles and customer
journey optimization.

 * Experience creating call flow documentation, Visio
diagrams, technical designs, SOPs

 * Knowledge of bot development, conversational AI, and
self-service solutions.

 * Exposure to software development or scripting
technologies.

 * Understanding of LLMs, Generative AI, Agent Assist, AI
powered virtual agents, and emerging AI technologies.

 * Experience with healthcare contact center environments
including Medicare, Medicaid, or Marketplace programs.

 * Exposure to Pindrop, Voice.AI, Pega, Apigee, Salesforce,
or similar contact center ecosystem platforms., * Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.

 * This position may require relocation and/or travel to work/project location.
 * Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

## Description

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, Genesys Cloud CX Engineer with expertise in contact
center operations, development, support, and AI-enabled
solutions. The role is responsible for supporting and
optimizing Genesys Cloud CX platforms, ensuring stability,
performance, and continuous improvement of customer
engagement services. The candidate will collaborate with
clients, business teams, and technology partners to
troubleshoot issues, deliver enhancements, and support
automation and transformation initiatives.


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