Senior Consultant – Genesys Cloud Engineer

About the role

Infosys is looking for a Senior Consultant to design, develop and support Genesys Cloud CX solutions for its clients in Manila. The role combines technical delivery with production support and close collaboration with global teams.

Key responsibilities

• Design, develop, configure and maintain Genesys Cloud CX components such as IVR, ACD, routing strategies, outbound dialer, omnichannel flows and bot integrations.
• Provide production support, incident management, problem resolution and continuous service improvement for contact‑center platforms.
• Collaborate with customers, business users, operations and vendor teams to troubleshoot complex issues and ensure timely service restoration.
• Integrate Genesys Cloud with CRM systems, APIs, reporting tools, workforce management solutions and telecom carriers.
• Participate in root‑cause analysis, release activities, deployment validation and operational readiness reviews.
• Drive automation, conversational AI and GenAI initiatives to enhance self‑service capabilities.
• Create and maintain technical documentation, solution designs, operational procedures and knowledge‑base articles.
• Coordinate with US and India delivery teams to ensure successful delivery of business‑critical contact‑center applications.

Required profile

• Strong hands‑on experience with Genesys Cloud CX development, administration and support.
• Proven expertise in IVR, ACD, routing, queue management and data actions within the Genesys platform.
• Experience delivering production support and managing incidents, change requests and platform stability.
• Ability to work with global teams and communicate technical solutions to both technical and non‑technical stakeholders.

Required skills

• Genesys Cloud CX
• IVR design and development
• ACD and routing configuration
• Queue and data action management
• CRM and API integrations
• Automation and conversational AI (GenAI)
• Technical documentation