Genesys Cloud CX Integration Specialist

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.

Strong knowledge of

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