Description

Design, configure, and support Genesys Cloud CX solutions, including Architect flows, bots, and integrations.

This role is remote.

Responsibilities

• Design and maintain Genesys Cloud Architect flows, including call, in-queue, and menu routing logic.
• Develop bot flows for automation and self-service customer experience improvements.
• Configure and troubleshoot Genesys Cloud Data Actions and REST API integrations with internal systems, Salesforce, and SAP C4S.
• Analyze business requirements to determine if requests can be fulfilled using out-of-the-box capabilities or require customization.
• Manage support tickets, enhancements, and defects using JIRA, providing regular status updates to stakeholders.

Required Skills

• 5+ years of hands-on experience with Genesys Cloud CX development, configuration, and support.
• Strong expertise in Genesys Cloud Architect flow design and configuration.
• Experience designing and developing bot flows within Genesys Cloud.
• Proficiency in configuring and troubleshooting Genesys Cloud Data Actions.
• Experience supporting REST API integrations, specifically with Salesforce and SAP C4S.
• Ability to troubleshoot platform, routing, bot flow, and integration issues.
• Experience using JIRA to manage user stories, defects, and support tickets.
• Strong documentation and communication skills for reporting to IT management and business users.

Preferred Skills

• Experience with custom reporting for data exported to Enterprise data lakes.
• Familiarity with Genesys WEM capabilities and solution support.

Key Skills

Education

Any Graduate