Lead Software Engineer - Genesys Cloud CX

About the Position

Lead Software Engineer - Genesys Cloud CX

We are seeking a Lead Software Engineer - Genesys Cloud CX with 8-15 years of experience to design and develop customer experience solutions using the Genesys Cloud CX platform. The role is based in Pune, India.

Responsibilities

• Design, develop, and enhance IVR/IVA flows using Genesys Architect
• Build and optimize call routing strategies, queues, skills, schedules, and user configurations
• Develop bots using Genesys Dialog Engine (NLU/NLP) for voice and digital channels
• Create automation workflows using Genesys Cloud APIs, web services, and 3rd-party integrations
• Configure telephony components including SIP trunks, DID routing, Edge settings, and station setups
• Enable, configure, and support digital channels: chat, email, messaging, social media
• Deploy new features, enhancements, and platform updates as part of continuous improvement
• Integrate Genesys Cloud CX with external systems (CRM, ticketing, authentication systems)
• Utilize REST APIs, webhooks, and event streams for custom use cases
• Collaborate with development teams to support middleware or backend integrations
• Monitor performance, call flows, interaction paths, and platform health
• Perform root-cause analysis of call failures, routing issues, and telephony problems
• Provide L2/L3 technical support for incidents and collaborate with Genesys Care for escalations
• Build dashboards and custom reports using Genesys Analytics (Interaction Insights, Performance Dashboards)
• Analyze KPIs such as SLA, AHT, abandonment rate, agent performance, and flow efficiency
• Recommend improvements based on analytical insights
• Manage user roles, permissions, and access control
• Ensure SSO, data privacy, and compliance standards are maintained
• Work with CX, IT, development, WFM, and business teams to support operational needs
• Document configurations, flows, integrations, and release changes

Requirements

• 8 – 15 years of experience with Genesys Cloud CX engineering or development
• Strong hands-on expertise in:
  • Architect flow design (call flows, IVRs, bots)
  • Routing strategies (ACD, skills, preferred agent, bullseye)
  • Telephony (SIP, trunks, call control)
  • Digital channels (chat/email/messaging)
• Experience with:
  • REST APIs, JSON, web services
  • OAuth, SSO/IdP integrations (Azure AD, Okta, Ping, etc.)
  • Cloud networking basics (AWS/Azure preferred)
• Strong problem-solving and analytical thinking
• Excellent communication skills for technical and business audiences
• Ability to work in fast-paced, agile environments

Nice to Have

• Genesys Cloud CX Certified Professional (GCX-P)
• Genesys Cloud Architect Certification
• ITIL Foundation (beneficial)
• Experience with AI-powered bots, sentiment analysis, speech analytics
• Experience with contact center migrations (Avaya, Cisco, Genesys Engage → Cloud CX)
• Familiarity with scripting (Python, PowerShell, JavaScript)

We Offer

• Opportunity to work with a leading technology platform
• Competitive compensation
• Professional growth and development opportunities

About the Company

EPAM Systems is a global software engineering and product development company, delivering digital transformation and technology innovation to the world’s leading companies.