Senior Consultant - Genesys Cloud Engineer

About Infosys

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56+ countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

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Short Description

If your passion is to build solutions that really make a difference to enterprises, the community and your world, Infosys is the right place for you.

Roles And Responsibilities

• Design, develop, configure, and support Genesys Cloud CX solutions including IVR, ACD, routing strategies, outbound dialer, omnichannel capabilities, bot flows, and integrations.
• Provide production support and operational ownership by managing incidents, defects, problem records, change requests, platform stability, continuous service improvements, and supporting project and transformation initiatives when required.
• Collaborate directly with customers, business users, operations teams, and multiple vendor teams to troubleshoot complex issues, communicate resolutions effectively, and ensure timely service restoration.
• Support enterprise integrations with CRM, APIs, reporting platforms, workforce solutions, telecom carriers, and other third-party applications.
• Participate in root cause analysis, platform governance, release activities, deployment validations, and operational readiness reviews.
• Contribute to automation, AI, and self-service initiatives using modern conversational AI and GenAI capabilities.
• Create and maintain technical documentation, solution designs, operational procedures, and knowledge base articles.
• Work closely with US and India teams to ensure successful delivery and support of business-critical contact center applications.
  
  

Must Have

• Strong hands-on experience in Genesys Cloud CX Development, Administration, and Support.
• Expertise in IVR, ACD, Routing, Queues, Data Actions, Integrations, and Outbound Dialer.
• Expert-level troubleshooting and debugging skills across Genesys Cloud environments.
• Strong experience in Incident Management, Problem Management, Change Management, and Production Support.
• Working knowledge of NOC operations, operational monitoring, alert handling, and service restoration processes.
• Experience using ticketing and work management tools such as ServiceNow, Jira, or similar platforms.
• Ability to coordinate and drive issue resolution across multiple vendor teams, business teams, telecom teams, and support organizations.
• Strong understanding of Contact Center Reporting, Analytics, Workforce Management (WFM), and Quality Management (QM).
• Experience with API integrations, Salesforce integrations, and third-party application connectivity.
• Excellent verbal and written communication skills with strong customer-facing experience.
  
  

Good To Have

• Understanding of VUI design principles and customer journey optimization.
• Experience creating call flow documentation, Visio diagrams, technical designs, SOPs, and operational process documentation.
• 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.
  
  

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infosys_ta@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

“All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.”

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