Genesys Cloud CX Engineer

Infosys•Phoenix, AZ

1d•Hybrid

About The Position

In the assigned Job Role of Technology Consultant 2, your Area Of Responsibility will be as below: ⦁ Contribute to the requirements elicitation process by documenting assigned parts of business requirements, in line with guidance provided ⦁ Facilitate software application design discussions, and document design decisions to guide the technical team towards building software solutions ⦁ Participate in coding and integrate new features or updates into existing applications, with a focus on maintaining system stability ⦁ Conduct code reviews, do changes to the codebase and maintain code repositories ⦁ Implement test strategies, analyse results, and coordinate bug fixes to uphold the software quality standards ⦁ Develop user training programs, documentation, and support frameworks to ensure a smooth transition to new software applications ⦁ Actively participate in resolving production issues and recommend preventive strategies to enhance system reliability ⦁ Maintain detailed records of code, testing techniques, and support activities to enrich the knowledge base and assist other similar projects Your contribution to the team: ⦁ A collaborative spirit and excellent communication skills. ⦁ The ability to handle end to end SDLC phases from requirement gathering to implementation. ⦁ A knack for translating complex requirements into actionable development tasks. ⦁ A passion for design and hands-on coding experience ⦁ A proactive approach to testing, troubleshooting, and refining our applications. ⦁ The ability to work with cross-functional teams and do software integration. 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. 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. 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. Understanding of VUI design principles and customer journey optimization. Experience creating call flow documentation, Visio diagrams, technical designs, SOPs, and operational process documentation. 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. The Infosys Engineering unit is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on adopting a data-first approach to engineering and value-stream management, enabling real-time visibility into the flow of value. Our team leverages advanced technologies such as AI, ML, and predictive analytics to drive continuous improvement, enhance delivery processes, and accelerate time to market. Join us to be part of a team that is at the forefront of engineering innovation, delivering intelligent insights and empowering stakeholders to achieve hyper-productivity and sustainable growth.

Requirements

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.
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.
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.
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.

Nice To Haves

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.
Understanding of VUI design principles and customer journey optimization.
Experience creating call flow documentation, Visio diagrams, technical designs, SOPs, and operational process documentation.
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.

Responsibilities

Contribute to the requirements elicitation process by documenting assigned parts of business requirements, in line with guidance provided
Facilitate software application design discussions, and document design decisions to guide the technical team towards building software solutions
Participate in coding and integrate new features or updates into existing applications, with a focus on maintaining system stability
Conduct code reviews, do changes to the codebase and maintain code repositories
Implement test strategies, analyse results, and coordinate bug fixes to uphold the software quality standards
Develop user training programs, documentation, and support frameworks to ensure a smooth transition to new software applications
Actively participate in resolving production issues and recommend preventive strategies to enhance system reliability
Maintain detailed records of code, testing techniques, and support activities to enrich the knowledge base and assist other similar projects
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.