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Genesys Cloud CX Integration Specialist
Experience: 6–10 Years
Location: Bangalore – Manyata Tech Park, Nagawara
Work Mode: Hybrid \- 4 Days WFO, 1 Day Remote Flexible
Employment Type: Permanent
Interview Mode: Virtual
Interview Process: 2 Rounds (Round 1 with US Client at 7:00 AM IST, Round 2 Client Discussion)
Notice Period: Immediate Joiners Preferred
Required Skills
Genesys Cloud CX (Developer \& Admin)
Workforce Management (WFM)
Workforce Engagement Management (WEM)
Genesys Architect
IVR Design \& Development
Salesforce FSC Integration
Service Cloud Voice
REST APIs \& Custom Integrations
AWS
AI Chatbots
Omnichannel Routing
Outbound Campaign Management
Agile \& Scrum
KPI \& Reporting
About the Role
We are seeking a skilled Genesys Cloud CX Integration Specialist to lead the design, development, and implementation of contact center platform integrations with Salesforce Financial Services Cloud (FSC) and Service Cloud Voice. The ideal candidate will have extensive experience in Genesys Cloud CX, Salesforce integrations, and omnichannel customer engagement solutions within regulated industries.
Key Responsibilities
Architecture \& Design
Design and implement Genesys Cloud CX integrations with Salesforce Financial Services Cloud and Service Cloud Voice.
Develop end\-to\-end integration architecture across Voice, Digital, AI, Core Services, Workforce Engagement Management (WEM), and Outbound Campaign Management.
Create technical documentation including architecture diagrams, API specifications, data mappings, and call flow designs.
Configure omnichannel routing, IVR workflows, intelligent call distribution, and customer journey orchestration using Genesys Architect.
Implementation \& Configuration
Install, configure, and deploy Genesys Cloud CX for Salesforce.
Design and migrate IVR call flows, menus, data actions, and scripting solutions.
Configure real\-time integrations between Genesys Cloud and Salesforce objects such as Accounts, Contacts, Cases, and Financial Accounts.
Implement skills\-based routing, queue management, workforce management, and quality monitoring solutions.
Enable Salesforce CTI capabilities including screen pops, click\-to\-dial, and automatic call logging.
Deliver omnichannel customer engagement across voice, chat, email, SMS, and social channels.
Integration Development
Develop custom integrations using Genesys Cloud APIs, REST APIs, SOAP APIs, SDKs, and custom data actions.
Build automation and custom scripting solutions to enhance contact center operations and customer experience.
Integrate Genesys Cloud with Salesforce FSC and Service Cloud Voice environments.
Contact Center Optimization
Optimize IVR flows, routing strategies, and customer journeys based on business requirements.
Implement Workforce Engagement Management (WEM) including forecasting, scheduling, quality management, analytics, and reporting.
Configure outbound campaign management and customer engagement strategies.
Apply industry best practices to improve operational efficiency, agent productivity, and customer satisfaction.
Required Qualifications
Experience
5\+ years of hands\-on experience with Genesys Cloud CX.
5\+ years of experience designing and implementing Genesys integrations with CRM platforms.
2\+ years of experience integrating with Salesforce Financial Services Cloud (FSC) and/or Service Cloud Voice.
Proven experience implementing contact center solutions within regulated industries such as Financial Services, Insurance, or Healthcare.
Experience delivering omnichannel customer engagement solutions.
Technical Skills
Strong expertise in Genesys Architect, IVR development, call flow design, data actions, scripting, APIs, SDKs, and custom integrations.
Experience with Genesys Cloud CX packages including Core Services, Voice, Digital \& AI, WEM, and Outbound Campaign Management.
Omnichannel Routing
Queue Management
Workforce Engagement Management (WEM)
Speech \& Voice Analytics
Reporting \& Dashboards
Salesforce Experience
Financial Services Cloud (FSC)
Service Cloud Voice
CTI Integration
Salesforce Data Model
Salesforce Knowledge (Preferred)
Education
Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related field. Equivalent practical experience will also be considered.
Preferred Qualifications
Genesys Cloud CX Certifications.
Salesforce Certifications.
Experience working on large\-scale enterprise contact center transformation projects.
Strong stakeholder management and communication skills.
if Interested please share your cv to sandhya@hr\-hyre.com \& 99028 09612
Pay: ₹2,000,000\.00 \- ₹3,000,000\.00 per year
Work Location: Hybrid remote in Bangalore City, Bengaluru, Karnataka
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