Senior Genesys cloud engineer

Zeta Corp is seeking a Senior Genesys Cloud Engineer for a client in the AI industry. The ideal candidate will have a minimum of two years of hands-on experience with Genesys Cloud and must be willing to relocate to Islamabad. This role requires a proactive professional capable of configuring, supporting, and optimizing Genesys Cloud CX environments to meet business needs effectively.

Key Responsibilities

- Configure and support Genesys Cloud CX, including managing queues, routing, IVR, and user administration.
- Design, build, and maintain IVR and call flows using Genesys Cloud Architect.
- Collaborate with stakeholders to gather business requirements and translate them into functional and technical solutions.
- Troubleshoot issues related to routing, IVR, platform integration, and overall system performance.
- Support User Acceptance Testing (UAT), prepare documentation, and coordinate with clients and stakeholders to ensure smooth project delivery.
- Work closely with development, Quality Assurance (QA), Workforce Management (WFM), and project teams to align technical solutions with business objectives.

Required Qualifications

- 2 to 4 years of hands-on experience with Genesys Cloud CX.
- Strong expertise in Genesys Cloud Architect, IVR design, queues, and skills-based routing.
- Solid understanding of Automatic Call Distribution (ACD), IVR systems, omnichannel routing, and contact center operations.
- Proven experience in gathering requirements and creating technical documentation.
- Excellent troubleshooting skills combined with effective client communication abilities.

Preferred Qualifications and Benefits

- Experience with Genesys APIs and integrations is highly desirable.
- Relevant Genesys certifications will be considered an advantage.

Additional Information

- The position requires in-person work based in Islamabad.
- Candidates will be asked about their current and expected salary during the application process.

This opportunity is ideal for professionals looking to advance their career in a dynamic AI-driven environment while working with cutting-edge contact center technologies.