Genesys Cloud Automation & DevOps Engineer

Summary

Responsibilities

• Architect and build end-to-end contact center solutions tailored to the Genesys Cloud CX ecosystem.
  
• Design and refine interactive voice response (IVR) architectures alongside complex call routing logic.
  
• Configure queue parameters and deploy skills-based routing mechanisms to boost agent productivity.
  
• Create and sustain integrations leveraging Genesys Cloud REST APIs, SDKs, webhooks, and JSON data formats.
  
• Automate operational tasks and develop custom features using JavaScript or Python scripting.
  
• Set up and maintain CI/CD pipelines via Azure DevOps and Git to facilitate smooth code releases.
  
• Conduct API integration testing and troubleshoot challenging technical obstacles.
  
• Supervise incident, change, and release management protocols to ensure system reliability and regulatory adherence.
  

• Demonstrated, practical experience in developing and administering Genesys Cloud CX environments.
  
• Advanced proficiency in Genesys Architect, with a specific focus on IVR design and call flow management.
  
• Solid expertise in configuring queues and executing skills-based routing strategies.
  
• Comprehensive knowledge of Genesys Cloud REST APIs, SDKs, webhooks, and JSON data manipulation.
  
• Strong programming skills in JavaScript or Python for automation and integration purposes.
  
• Hands-on experience with Azure DevOps, Git version control, and the implementation of CI/CD pipelines.
  
• Proven capability in API integration, technical troubleshooting, and system diagnostics.
  
• Working knowledge of IT service management frameworks, including incident, change, and release management procedures.