Senior Engineer - Product and Platform Engineering
Date: 10 Sept 2025
Location: Bangalore, KA, IN, 560100
Company: Altimetrik
Genesys PureCloud Job Description
Role Summary:
A Genesys PureCloud professional is responsible for managing, configuring, and supporting the Genesys Cloud CX platform, a cloud-based contact center solution. The role focuses on enhancing customer experience through system integration, workflow automation, and platform optimization.
Key Responsibilities:
- Platform Configuration: Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.
- Requirement gathering: Collaborate with business teams to gather and analyze requirements for contact center workflows and features.
- System Integration: Integrate Genesys Cloud with CRMs, databases, and third-party APIs.
- WhatsApp - Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.
- SMS - Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.
- Email - Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.
- User Management: Administer users, roles, groups, and permissions.
- Monitoring & Reporting: Generate performance reports, monitor real-time metrics, and analyze customer interaction data.
- Troubleshooting: Resolve technical issues, liaise with support teams, and ensure platform stability.
- Template & Messaging Setup: Configure outbound messaging templates and manage canned responses.
- UAT & Deployment Support: Participate in testing phases and ensure smooth rollout of new configurations.
Preferred Skills:
- Experience with Genesys Cloud CX / PureCloud
- Knowledge of Salesforce
- Knowledge of JIRA
- Knowledge of Qtest
- Familiarity with contact center operations
- Strong analytical and problem-solving skills
- Excellent communication and documentation abilities
Long Description
Genesys PureCloud Job Description
Role Summary:
A Genesys PureCloud professional is responsible for managing, configuring, and supporting the Genesys Cloud CX platform, a cloud-based contact center solution. The role focuses on enhancing customer experience through system integration, workflow automation, and platform optimization.
Key Responsibilities:
- Platform Configuration: Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.
- Requirement gathering: Collaborate with business teams to gather and analyze requirements for contact center workflows and features.
- System Integration: Integrate Genesys Cloud with CRMs, databases, and third-party APIs.
- WhatsApp - Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.
- SMS - Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.
- Email - Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.
- User Management: Administer users, roles, groups, and permissions.
- Monitoring & Reporting: Generate performance reports, monitor real-time metrics, and analyze customer interaction data.
- Troubleshooting: Resolve technical issues, liaise with support teams, and ensure platform stability.
- Template & Messaging Setup: Configure outbound messaging templates and manage canned responses.
- UAT & Deployment Support: Participate in testing phases and ensure smooth rollout of new configurations.
Preferred Skills:
- Experience with Genesys Cloud CX / PureCloud
- Knowledge of Salesforce
- Knowledge of JIRA
- Knowledge of Qtest
- Familiarity with contact center operations
- Strong analytical and problem-solving skills
- Excellent communication and documentation abilities