Genesys Cloud CX Specialist at Bosch Group

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

0.0

Posted On

13 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Genesys Cloud CX, IVR Flows, Routing Strategies, AI Studio, Predictive Routing, Agent Assist, Conversational Bots, REST APIs, Webhooks, Architect, UAT, Troubleshooting, Solution Architecture, Digital Channels, Voice Channels, Intent Modelling

Industry

Software Development

Description

Company Description Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 27,000+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region. Job Description Roles & Responsibilities : We are looking to onboard an experienced Genesys Cloud CX Specialist / Solution Architect from a vendor or system integrator to support design, configuration, and rapid implementation of contact center solutions built on Genesys Cloud CX. This role is hands-on and delivery-driven, not advisory-only. The resource is expected to independently design and configure IVR flows, routing strategies, and AI capabilities, and support end-to-end implementation activities across multiple business units. Scope of Work & Responsibilities Genesys Cloud CX Architecture • Design and implement end-to-end Genesys Cloud CX solutions covering voice, digital, and AI use cases. • Own solution architecture decisions aligned with business, operational, and CX KPIs. • Support multi-queue, multi-BU, and high-volume contact center environments. IVR & Routing Configuration • Design and configure Architect-based IVR flows, including: o Complex inbound routing logic o Skill-based, data-driven, and priority routing o Time-of-day, holiday, and regional routing • Optimize routing strategies to improve FCR, AHT, and CSAT. AI & Automation Capabilities • Implement and configure Genesys AI features, including: o Predictive routing o Agent Assist and AI-powered guidance o Conversation summaries and intent recognition • Design and deploy conversational bots using AI Studio: o Intent modelling and training o Voice and digital bot flows o Seamless bot-to-agent handover • Configure AI Guides for real-time agent support and compliance prompts. Integration & Technical Enablement • Support integrations with CRM and backend systems using: o REST APIs o Webhooks o Genesys Cloud APIs • Collaborate with internal and external teams during integration, testing, and go-live. Delivery & Support • Rapid implementation of changes, enhancements, and new use cases. • Support UAT, production deployment, and post-go-live stabilization. • Troubleshoot complex IVR, routing, AI, and interaction issues. • Provide technical documentation and knowledge transfer where required. Required Skills & Experience Mandatory • Strong hands-on experience with Genesys Cloud CX (minimum 3–4 years within total 5–7 years experience). • Deep expertise in: o Architect (IVR & routing) o Queues, skills, routing strategies o Inbound voice and digital channels • Proven experience delivering production-ready solutions under tight timelines. AI & Advanced Features • Practical experience with: o AI Studio o AI Guides o Genesys AI capabilities (Agent Assist, predictive routing, conversational AI) • Ability to design real-world conversational journeys (not just demos). Professional Skills • Strong problem-solving and troubleshooting skills. • Ability to work independently with minimal supervision. • Clear communication with technical teams, operations, and business stakeholders. Certifications (Preferred) • Genesys Cloud CX certifications such as: o Genesys Cloud CX – Professional o Genesys Cloud CX – Architect o Genesys Cloud CX – Developer (good to have) Vendor Expectations • Resource must be deployable immediately or with minimal onboarding. • Experience working as part of vendor-led or SI-led implementations is mandatory. • Ability to support multiple workstreams or BUs in parallel is highly preferred. • Knowledge transfer and documentation may be required as part of engagement closure. Qualifications Experience : 5–7 years (Mid–Senior Level) Legal Entity: Bosch Global Software Technologies Private Limited

Responsibilities

The specialist will be responsible for designing and implementing end-to-end Genesys Cloud CX solutions covering voice, digital, and AI use cases, owning architecture decisions aligned with KPIs. This role involves hands-on configuration of IVR flows, complex routing logic, and deployment of Genesys AI features like predictive routing and conversational bots.