Genesys Cloud Cx Platform Specialist

Job Title : Genesys Engage / Genesys Cloud CX Platform Specialist – Routing Domain

Location : Pune

Experience : 5 - 12 Years

Job Description :

We are seeking a highly skilled Genesys Engage Platform Specialist with expertise in Routing Domain configuration and management.

The ideal candidate will be responsible for the design, implementation, maintenance, and optimization of call routing

strategies and maintain platform across our enterprise contact center solutions.

Key Responsibilities(Genesys Engage) :

• Configure, and optimize routing strategies using Genesys Composer.
• Manage and maintain Genesys Engage platform components, including URS (Universal Routing Server), ORS, Stat Server, and SIP Server.
• Work with business stakeholders to gather requirements and implement routing workflows.
• Perform system upgrades, patching, and performance tuning on Genesys platform components.
• Ensure adherence to SLAs and compliance standards by actively monitoring system health and alarms.
• Experience in troubleshooting routing flows and system issues using logs and reporting tools.

Key Responsibilities(Genesys Cloud CX) :

Users, roles, and permissions

Queues, skills, and routing

Architect flows (Inbound / Outbound IVR, Bots)

Interaction routing for voice, email and Chat

Phone numbers, DID management, and trunk configurations

Genesys IVR role