Genesys Cloud Automation & DevOps Engineer

Job Summary

The Genesys Cloud Automation DevOps Engineer will support the Banks global Genesys Cloud contact-centre environment by developing automated solutions, integrations, call flows, routing configurations, and deployment pipelines. The role focuses on improving operational resilience, reducing manual configuration effort, enabling faster delivery, and enhancing customer and agent experience.

Responsibilities

• Design, build, test, deploy, and maintain Genesys Cloud solutions across IVR and non-IVR markets

• Develop and enhance Genesys Cloud Architect call flows including inbound, outbound, IVR, bot, and routing flows

• Configure and automate queues, skills, routing rules, schedules, skills-based routing, agent provisioning, data actions, and outbound contact-centre capabilities

• Develop integrations between Genesys Cloud and Bank platforms using Genesys Cloud REST APIs, SDKs, webhooks, and JSON

• Develop automation scripts and utilities to reduce manual administrative activity and configuration risk

• Build and manage CI/CD pipelines for Genesys Cloud configurations, scripts, integration code, and deployment artefacts

• Implement version-controlled configuration management and configuration-as-code approaches using Terraform where approved

• Integrate Genesys Cloud with ServiceNow and other Bank systems for incident, request, alerting, and fulfilment processes

• Analyse incident, request, contact-flow, queue, and routing-performance trends to identify root causes and automation opportunities

• Develop dashboards and reports for operational, business, and service-performance stakeholders

• Produce and maintain solution documentation, configuration records, support runbooks, and knowledge articles

  Requirements

• Strong hands-on Genesys Cloud CX administration and development experience

• Demonstrable experience in Genesys Cloud Architect including IVR/call-flow design and deployment

• Strong experience with queue configuration, skills-based routing, routing policies, schedules, and user/agent administration

• Experience using Genesys Cloud REST APIs, SDKs, webhooks, and JSON

• Proficiency in one or more of: JavaScript, Python, SQL, and API testing tools such as Postman

• Strong knowledge of Azure DevOps, Git, CI/CD pipelines, automated testing, and controlled production releases

• Experience working with incident, problem, change, and release-management processes

• Experience with contact-centre analytics, reporting, and operational troubleshooting

  Nice to Have

• Genesys Cloud certifications

• Terraform and Infrastructure / Configuration-as-Code experience

• Experience with Genesys Cloud outbound capabilities

• Experience with bots, conversational AI, workforce engagement management, quality management, or call recording integrations

• ServiceNow API/integration experience

• Experience in banking, financial services, or a highly regulated contact-centre environment

• Knowledge of SIP, telephony, SBCs, and voice-routing concepts

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.