Genesys Cloud CX Engineer

Infosys is hiring a Genesys Cloud CX Engineer to support and optimize Genesys Cloud CX platforms, ensuring stability, performance, and continuous improvement of customer engagement services. The role involves troubleshooting, delivering enhancements, and supporting automation and AI-enabled transformation initiatives in collaboration with clients, business teams, and technology partners.

Responsibilities

• Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements
• Participate in design discussions to capture software specifications, and aid in creation of process documentation
• Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements
• Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance
• Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure
• Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance
• Systematically document coding practices, testing methodologies, and technical solutions, thereby enriching team's knowledge repository

Skills

• A bachelor's degree or foreign equivalent from an accredited institution
• 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
• 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
• 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
• Understanding of VUI design principles and customer journey optimization
• Experience creating call flow documentation, Visio diagrams, technical designs, SOPs
• 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

Benefits

• Full-time Infosys employees are eligible for medical, dental, vision, and life insurance.
• Full-time Infosys employees are eligible for long-term and short-term disability.
• Full-time Infosys employees are eligible for health and dependent care reimbursement accounts.
• Full-time Infosys employees are eligible for accident, critical illness, hospital indemnity, and legal insurance.
• Full-time Infosys employees are eligible for a 401(k) plan, with contributions dependent on salary level.
• Full-time Infosys employees are eligible for paid holidays and paid time off.

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