Genesys Cloud CX Engineer

Infosys Engineering is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on adopting a data-first approach to engineering and value-stream management, enabling real-time visibility into the flow of value. Our team leverages advanced technologies such as AI, ML, and predictive analytics to drive continuous improvement, enhance delivery processes, and accelerate time to market.

About the role

As a Technology Consultant 1, you will support and optimize Genesys Cloud CX platforms, ensuring stability, performance, and continuous improvement of customer engagement services. You will collaborate with clients, business teams, and technology partners to troubleshoot issues, deliver enhancements, and support automation and transformation initiatives.

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, analyze 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 to enrich the team's knowledge repository.

Contribution to the Team

• An agile mindset with effective communication and problem-solving skills.
• Ability to work across the majority of areas within the SDLC lifecycle.
• Passion for innovating solutions that drive progress and meet future challenges.
• A proactive approach to monitoring and resolving production issues before they escalate.
• Commitment to continuous learning, knowledge sharing, and fostering team development.

Requirements

• Bachelor's degree or foreign equivalent from an accredited institution (or three years of progressive experience in the specialty in lieu of each year of education).
• Significant experience in Genesys Cloud CX development, support, and operations.
• Experience working in Agile and SDLC environments.
• Client-facing communication and stakeholder management skills.
• Ability to work in a global delivery model and support critical production environments.

Qualifications

• Expertise in contact center operations, development, support, and AI-enabled solutions.
• Experience supporting and developing enterprise-scale Genesys Cloud CX platforms across operations, development, automation, and AI.
• Skills in production support, complex troubleshooting, operational excellence, and adoption of emerging AI/LLM technologies.

Skills

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

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness, Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off

Pay

• In CA / WA / NY / CO, IL, MN, NJ: $62,000 to $86,800
• In Washington, DC: $62,600 to $76,100

This position may require relocation and/or travel to work/project location. 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.