Cognitive Developer at EXL Talent Acquisition Team

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

05 Jul, 26

Salary

0.0

Posted On

06 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Genesys Cloud CX, IVR Design, ACD, Workforce Management, Quality Management, NLU, Sentiment Analysis, SIP Trunks, REST APIs, Salesforce, Snowflake, Data Pipelines, Cloud Security, Compliance, Google Dialogflow, Telephony

Industry

Business Consulting and Services

Description

1) Drive end-to-end implementation of Genesys Cloud CX solutions to deliver seamless omnichannel customer experiences across voice and digital channels. 2) Design and build IVR, ACD, and Architect flows, routing strategies, queues, and outbound campaigns aligned with business requirements. Lead design discussions with clients and oversee the build team to ensure on-time delivery. 3) Design and configure Quality Management (QM) capabilities, including call recording, screen recording, evaluation forms, calibration workflows, and compliance-driven recording policies. 4) Implement Workforce Management (WFM) solutions, including forecasting, scheduling, intraday management, adherence monitoring, and integration with agent schedules and queues. 5) Configure agent scripting and guided workflows within Genesys Cloud to support consistent customer handling, compliance, and agent productivity. 6) Hands-on experience with bot integrations such as Genesys Dialog Engine, Google Dialogflow, including intent handling, understanding of NLU concepts, sentiment analysis, and bot-to-agent handoff. 7) Configure, manage, and troubleshoot telephony components such as SIP trunks, inbound and outbound routing, sites, dial plans, number configurations, and SBC connectivity. 8) Integrate Genesys Cloud with CRM systems (such as Salesforce, Dynamics, or custom CRMs), ticketing tools, and third-party platforms using native connectors, REST APIs, and event-driven integrations. 9) Design and implement data flows from Genesys Cloud into data warehouses such as Snowflake for advanced reporting, analytics, and downstream consumption. 10) Collaborate with Architects, Project Managers, and cross-functional stakeholders to deliver projects within agreed scope, timelines, and budget. 11) Provide post-go-live support, including incident resolution, performance tuning, and continuous improvement of call flows, digital journeys, and workforce configurations. Essential Functions 1) Genesys Cloud CX certifications (Genesys Cloud Professional (GCP), Genesys Cloud Developer (GCD), Genesys Cloud specialist) 2) Exposure to security, compliance and privileged access concepts in cloud contact Centre environments. 3) Experience in handling clients in Banking Domian Primary Internal Interactions * Senior Business Leadership * Service Delivery Managers * Digital transformation team * ISG Team Primary External Interactions * Client Teams – especially Client Business & Technology Teams. * External Vendors –Product & Services Vendors/Partners, Industry/Business forums

Responsibilities

Design and implement end-to-end Genesys Cloud CX solutions including IVR, routing, and workforce management. Collaborate with stakeholders to deliver integrated customer experience platforms while ensuring compliance and performance optimization.