Description

You will design, develop, and customize ServiceNow modules with a focus on ITSM and CSM, integrating Genesys Cloud CX to automate ticketing and call handling workflows.

This role is on-site.

Responsibilities

• Integrate Genesys Cloud CX with ServiceNow to automate ticketing and call handling workflows.
• Build automation between platforms using REST APIs, webhooks, and event-based triggers.
• Support omnichannel customer experiences including voice, chat, and email via CTI integrations.
• Collaborate with cross-functional teams on requirement gathering, implementation, and testing.
• Monitor and troubleshoot integrated workflows to maintain high availability.

Required Skills

• 4–6+ years of ServiceNow development experience.
• 2+ years of hands-on experience with Genesys Cloud CX.
• Strong knowledge of ServiceNow ITSM, CSM, and Flow Designer.
• Experience with CTI integrations between ServiceNow and contact center platforms.
• Proficiency in JavaScript and automation workflows.
• Experience with REST and SOAP APIs.
• Any Graduate degree.

Preferred Skills

• ServiceNow Certified System Administrator or Implementation Specialist.
• Experience in customer support or contact center operations.
• Familiarity with other ITSM tools or contact center platforms.

Key Skills

Education

Any Gradute