Genesys Cloud CX Engineer.
This mandate is run by SYMPHONI HR, a Mumbai-based executive search firm, est. 2003. Applications are email-verified and reach the search team running the role — confidentially, always.
About the organisation.
Our client is a leading global professional services network in accounting and finance, serving enterprises across multiple industries worldwide. They are known for a strong focus on digital transformation, technology-led client solutions and a collaborative, inclusive workplace culture. This is a large-scale organisation investing heavily in modern contact-center and customer-experience platforms.
About the role.
The Genesys Cloud CX Engineer will design, build and maintain intelligent contact-center solutions, combining Genesys Cloud routing and IVR with Google Dialogflow CX/ES voice bots. You will own call flows, omnichannel routing, system integrations and conversational automation that improve customer experience at scale. The role is hybrid, based in Bengaluru, and works closely with business, architecture and integration teams.
What you will do.
- Design and develop Genesys Architect flows, IVR menus and ACD routing logic for voice and omnichannel interactions
- Build and maintain Genesys Data Actions and integrations with backend systems including SAP CRM via REST APIs
- Develop Google Dialogflow CX and ES voice bots covering NLU, STT/TTS, DTMF handling, barge-in and webhook fulfillment
- Implement bot-to-agent handoff and ensure seamless context transfer between automated and live channels
- Create and maintain infrastructure-as-code and deployment pipelines using Archy, Terraform and CI/CD tooling
- Troubleshoot production issues in routing, IVR and bot performance and drive continuous improvements
- Collaborate with business analysts, architects and QA teams to translate requirements into scalable solutions
- Document solution designs, configurations and operational runbooks
What you bring.
- 5-8 years of overall contact-center experience with hands-on Genesys Cloud CX development
- Strong expertise in Genesys Architect, IVR, ACD and omnichannel routing
- Practical experience with Genesys Data Actions and integrations
- Hands-on Google Dialogflow CX/ES voice-bot development experience
- Working knowledge of REST APIs and webhook-based fulfillment
- Experience with GCP services
- Desirable: SAP CRM integration experience, Archy/Terraform and CI/CD practices
- Strong problem-solving skills and ability to work effectively in a hybrid, cross-functional team
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