Job Description
Job Title: Genesys Cloud Contact Center Engineer
Location: Primary – Hyderabad / Secondary – Delhi NCR
Target Experience: 6–10 Years
Reporting To: Communications & Collaboration / Digital Workplace Services Tower Lead About the Role & ProjectJoin an enterprise IT operations team supporting a major Swiss-based pharmaceutical company within the Communications & Collaboration Services division. As an L3 Genesys Cloud Contact Center Engineer, you will own advanced, business-critical contact center operations—handling incident management, routing engineering, WEM, digital channels, and system integrations while providing technical guidance to lower-tier support teams. (Note: Customer retains L4 architecture/roadmap ownership; provider scope covers L1–L3 BAU operations, incidents, requests, changes, and minor enhancements.)
Key Responsibilities:
Engineering & Tenant Operations: Administer Genesys Cloud tenants (divisions, RBAC, permissions, audit logging) and operate Architect flows (IVR, skill/priority/language routing, emergency flows). Validate release impacts in non-prod environments. Incident & Technical Escalations: Resolve complex incidents involving call routing, queue performance, call recordings, WEM, analytics, and digital channels. Integrations & Security Controls: Troubleshoot CRM integrations (ServiceNow, Salesforce, Dynamics, custom APIs) for screen-pop and data dips. Support security audits and investigations (SSO/MFA, OAuth/API clients, SIEM log forwarding). Reporting & Analytics: Maintain and operate operational dashboards, data exports, and BI integrations. Service Improvement & Governance: Lead Root Cause Analysis (RCA) for recurring issues, coordinate vendor escalations (NTT, Genesys, third parties), and maintain operational runbooks/KEDB. Provide technical mentorship to L1/L2 engineers. Required Qualifications & Competencies
Must-Have Technical Skills: Genesys Cloud Administration: Advanced experience with org structure, divisions, queues, skills, RBAC, and audit logs.
Architect Flow Management: Deep knowledge of IVR, business hours setup, priority/skill-based routing, and emergency fallback handling.
WEM & Analytics: Operations experience across Genesys WEM, quality management, interaction recording, dashboards, and reporting.
Integration & Security Troubleshooting: Hands-on experience debugging API integrations (ServiceNow, Salesforce, Dynamics) and working with OAuth, SSO/MFA, and SIEM event logging.
ITSM Processes: Strong execution in incident, problem, change, release, and RCA processes. Good-to-Have Skills:Genesys Cloud CX Certifications. Interaction analytics, transcription, topic, and sentiment analysis operations. Telephony/SIP knowledge for Genesys voice flows. Data export and BI tool integration experience. Background in regulated enterprise or life sciences/pharma environments.