Genesys Inbound Voice Engineer

Job Summary: We are seeking a skilled Genesys Inbound Voice Engineer to design, implement, and support inbound contact center solutions. The ideal candidate will have strong experience with Genesys Voice Platform (GVP), routing strategies, call flows, and integration with enterprise applications, ensuring high availability and superior customer experience. Key Responsibilities: Design, configure, and implement Genesys Inbound Voice solutions including call flows, routing strategies, and IVR applications. Manage integrations between Genesys and CRM/enterprise systems for seamless customer interactions. Support day-to-day operations of inbound voice platforms, ensuring uptime and performance. Collaborate with business stakeholders to gather requirements and translate them into technical solutions. Troubleshoot and resolve issues related to call routing, IVR applications, SIP, CTI, and integrations. Implement monitoring, reporting, and performance optimization for Genesys solutions. Ensure compliance with security, data privacy, and regulatory requirements in contact center operations. Document configurations, workflows, and provide knowledge transfer to operations teams. Required Skills & Qualifications: Hands-on experience with Genesys Engage/Genesys Cloud Inbound Voice solutions. Strong knowledge of call routing strategies, IVR design, SIP, CTI, and telephony protocols. Familiarity with Genesys Composer, Orchestration Server, Routing Server, URS, and GVP. Experience with integration of Genesys with CRM applications (Salesforce, ServiceNow, etc.). Understanding of voice gateways, SBCs, and SIP trunking. Strong problem-solving and troubleshooting skills. Excellent communication and documentation abilities. Preferred Qualifications: Genesys Certified Professional certifications (Inbound Voice, Routing, or Cloud). Knowledge of workforce management (WFM), reporting tools, and analytics. Exposure to cloud contact center platforms (Genesys Cloud CX, Amazon Connect, Cisco UCCE, etc.).

Created: 2026-03-10