Note: The job is a remote job and is open to candidates in USA. Infosys is a global leader in next-generation digital services and consulting. The Genesys Cloud CX Engineer will support and optimize Genesys Cloud CX platforms, troubleshoot issues, deliver enhancements, and support automation and AI-enabled customer engagement initiatives. The role also involves software development, testing, integration, production monitoring, and technical documentation.
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, analyse 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, thereby enriching team's knowledge repository
Skills
- • Bachelor's degree or foreign equivalent from an accredited institution
- • IT experience with 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
- • Bachelor's degree or foreign equivalent required from an accredited institution
- • 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
- • Understanding of VUI design principles and customer journey optimization
- • Experience creating call flow documentation, Visio diagrams, technical designs, 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
Company Overview