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Genesys Cloud Engineer
Intellectt Incmalappuram, kerala, in1 day ago
Job description3+ years of experience working with Genesys Cloud CX (formerly PureCloud). Strong expertise in IVR design using Genesys Architect. Hands-on experience integrating with Amazon Lex, OpenAI (GPT APIs), or similar AI / ML platforms. Familiarity with AWS services like Lambda, API Gateway, and CloudWatch. Proficiency in REST APIs, JSON, and OAuth2 authentication. Understanding of contact center metrics, call routing, and voice bots / chatbots. Strong troubleshooting and debugging skills. Genesys Cloud CX certifications (e.g., GCX Developer, GCX Architect). Experience with CI / CD pipelines and version control (Git). Familiarity with secure voice / data handling in regulated environments (e.g., HIPAA, PCI).
Job Summary :
We are seeking an experienced Genesys Cloud Engineer to join our team to design, configure, and optimize IVR solutions on Genesys Cloud CX. The ideal candidate should have a strong background in IVR development, cloud-based contact center platforms, and hands-on experience integrating with Amazon Lex, OpenAI models (e.g., GPT), or other conversational AI technologies.
Key Responsibilities :
- Design and configure IVR call flows in Genesys Cloud Architect.
- Implement integrations with Amazon Lex, OpenAI APIs, or other NLP / AI services for conversational experiences.
- Collaborate with stakeholders to define call routing strategies and automation opportunities.
- Create and maintain Lambda functions or middleware for seamless AI integrations.
- Monitor, troubleshoot, and optimize call flows, routing logic, and integration performance.
- Implement and manage data dips, web services integrations, and secure API connections.
- Ensure solutions align with compliance, security, and scalability requirements.
- Create documentation for IVR configurations, integrations, and operational procedures.
Required Skills & Experience :
Preferred Qualifications :
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Cloud Engineer • malappuram, kerala, in
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