Genesys Developer
PuneFull-time5–8 yrsPosted 2 months ago
Senior software engineering role at EXL in Pune. Needs 5–8 years and an M.Tech, B.Tech or B.E..
About the role
This role combines strong Genesys Cloud implementation expertise with customer-facing consulting and solution delivery responsibilities. The role works closely with Architects, BAs, and business stakeholders to ensure delivery of voice, digital channels, workforce engagement, and data pipelines aligned with business objectives, compliance, and reporting need
What you'll do
- Lead end-to-end implementation of Genesys Cloud CX solutions to deliver seamless omnichannel customer experiences across voice and digital channels
- Design and build IVR, ACD, and Architect flows, routing strategies, queues, and outbound campaigns aligned with business requirements
- Lead design discussions with clients and oversee the build team to ensure on-time delivery
- Design and configure Quality Management (QM) capabilities, including call recording, screen recording, evaluation forms, calibration workflows
- Implement Workforce Management (WFM) solutions, including forecasting, scheduling, intraday management, adherence monitoring
What you need
- REST APIs
- Salesforce
- ETL
- CRM
- Ticketing tools
- Snowflake