Genesys Cloud CX - Admin, Developer

We are looking for talented professionals to join our team. This role offers excellent growth opportunities and the chance to work on exciting projects., * Work closely with business stakeholders to gather functional requirements and analyze system issues

• Analyze call flows, routing logic, and omnichannel customer journeys to identify bottlenecks and optimization opportunities
• Review contact center performance metrics and recommend process improvements
• Provide guidance on Genesys Cloud CX and omnichannel platform capabilities
• Configure and manage Genesys Cloud CX platform components (Queues, Architect, Routing, Skills, Permissions)
• Support user provisioning and platform governance
• Perform ongoing platform maintenance and environment support
• Design, develop, and maintain IVR workflows using Genesys Architect
• Configure and optimize omnichannel engagement channels (Voice, Chat, Email, SMS, Social)
• Implement integrations with external systems using REST APIs, web services, AWS Lambda, and Data Actions
• Support AI chatbot and NLP-driven customer interaction flows
• Monitor contact center system health and performance using Genesys Analytics
• Investigate issues related to call routing and digital interaction failures
• Support batch job maintenance and automation processes using Python

• QualificationNot specified
• Experience8+ years on Genesys platforms, * 8+ years of experience working with Genesys platforms, preferably Genesys Cloud CX
• Strong expertise in Architect, routing strategies, queues, skills, and call flow administration
• Experience creating, optimizing, and troubleshooting Architect call flows
• Experience implementing and supporting omnichannel customer engagement solutions
• Knowledge of voice, chat, email, SMS, chatbot, and social media support channels
• Experience with REST APIs, Data Actions, and external integrations
• Basic to intermediate programming/scripting skills in: Python, Node.js, AWS Lambda
• Experience with AI chatbots and NLP programming
• Understanding of FSC (Financial Services Cloud) and Voice Cloud environments
• Ability to work in Agile environments with two-week sprint cycles
• 3-5 years of experience across multiple contact center platforms (NICE, AWS Connect) nice to have
• Experience in cloud migration and contact center modernization projects nice to have