Job Description
Position : Genesys Engineer (Architect Development & Call Flow Design) :
Only USA Location : USA -Remote
Type of Job : Contract : 12 Months
Experience : 15+ Years
Architect Development & Call Flow Design - Design, build, test, and maintain complex inbound Architect call flows within Genesys Cloud
- Develop and maintain reusable common modules to standardize business logic and improve scalability
- Create dynamic call routing solutions based on business rules, customer data, schedules, skills, and priorities
- Implement advanced IVR functionality including self-service automation, menu structures, secure data collection, and callback solutions
- Troubleshoot and optimize Architect flows for performance, error handling, and customer experience improvements
- Document flow logic, variables, reusable modules, and deployment standards
- Collaborate with business stakeholders to gather requirements and translate them into technical call flow solutions
Scripting Experience - Develop and maintain Genesys Cloud Scripts for agent interactions and guided workflows
- Configure dynamic scripting functionality tied to call attributes, data actions, and CRM integrations
- Improve agent efficiency and consistency through streamlined script design
- Troubleshoot script rendering, permissions, and integration-related issues
- Support scripting enhancements for inbound, outbound, and blended environments
Data Actions & API Integrations - Build and maintain custom Data Actions using REST APIs and web services
- Configure translation maps, success templates, request templates, and response mappings
- Integrate external systems such as CRMs, databases, authentication platforms, payment systems, and third-party services
- Troubleshoot API connectivity, authentication, timeout handling, and schema validation issues
- Develop scalable integration patterns and reusable API components
- Work closely with development teams and vendors to support enterprise integration initiatives
Platform Integrations & Automation - Configure and support integrations between Genesys Cloud and third-party platforms
- Support Salesforce, workforce management, reporting, and analytics integrations
- Assist with SSO, OAuth, and authentication-related configurations
- Implement automation and orchestration solutions to improve operational efficiency
- Support deployment and migration activities for Genesys Cloud environments
Operational Support - Participate in incident response and root cause analysis activities
- Maintain technical documentation and operational standards
- Provide support for production releases and change management activities
Required Qualifications - 3+ years of experience with Genesys Cloud administration and engineering
- Strong hands-on experience with Architect inbound flows and common modules
- Experience building and supporting Genesys Cloud Scripts
- Experience developing and troubleshooting Data Actions
- Experience working with REST APIs and third-party integrations
- Understanding of contact center routing concepts, queues, skills, and user management
- Experience troubleshooting call flows, integrations, and authentication issues
- Strong analytical and problem-solving skills
- Excellent communication and documentation abilities
Preferred Qualifications - Experience with C# development preferred
- Experience with Salesforce integrations and Service Cloud Voice preferred
- Experience with OAuth, SSO, and identity management platforms
- Experience with AWS, Azure, or cloud-based infrastructure services
- Familiarity with JavaScript, JSON, and API development concepts
- Experience supporting enterprise contact center environments.
Technical Skills Genesys Cloud Architect Inbound Call Flows, Common Modules, Genesys Cloud Scripts, Data Actions, REST APIs, JSON, OAuth / SSO, CRM Integrations, C# (Preferred).
For applications and inquiries, contact: hirings@openkyber.com
Job Tags
Contract work, Remote work