About the job
Roles & Responsibilities:
We are seeking a talented and experienced Genesys Cloud CX Specialist/Solution Architect to join our team at Bosch. This is a hands-on role focused on the design, configuration, and swift implementation of innovative contact center solutions utilizing Genesys Cloud CX. You will independently craft and configure IVR flows, routing strategies, and AI capabilities while managing end-to-end implementation activities across various business units.
Scope of Work & Responsibilities
Genesys Cloud CX Architecture
- Design and implement comprehensive Genesys Cloud CX solutions that encompass voice, digital, and AI applications.
- Make informed solution architecture decisions that align with business objectives, operational standards, and customer experience (CX) key performance indicators (KPIs).
- Support high-volume contact center environments with multi-queue and multi-business unit integration.
IVR & Routing Configuration
- Create and configure complex Architect-based IVR flows, including:
- Advanced inbound routing logic
- Skill-based, data-driven, and priority-based routing
- Time-of-day, holiday, and regional routing
Optimize routing strategies to enhance first call resolution (FCR), average handling time (AHT), and customer satisfaction (CSAT).
AI & Automation Capabilities
- Implement and configure Genesys AI functionalities, including:
- Predictive routing
- Agent Assist and AI-powered guidance
- Conversation summaries and intent recognition
Design and deploy conversational bots via AI Studio, focusing on:
- Intent modeling and training
- Voice and digital bot flows
- Seamless bot-to-agent handover
Configure AI Guides for real-time agent support and compliance prompts.
Integration & Technical Enablement
- Facilitate integrations with CRM and backend systems through:
- REST APIs
- Webhooks
- Genesys Cloud APIs
Collaborate effectively with both internal and external teams during integration, testing, and go-live stages.
Delivery & Support
- Implement changes, enhancements, and new use cases rapidly.
- Assist in user acceptance testing (UAT), production deployment, and post-go-live stabilization.
- Troubleshoot complex issues related to IVR, routing, AI, and interaction.
- Provide technical documentation and knowledge transfer as needed.
Required Skills & Experience
Mandatory
- Strong hands-on experience with Genesys Cloud CX (minimum 3–4 years within a total of 5–7 years of experience).
- Deep expertise in:
- Architect (IVR & routing)
- Queues, skills, and routing strategies
- Inbound voice and digital channels
Demonstrated experience delivering production-ready solutions under tight deadlines.
AI & Advanced Features
- Practical experience with:
- AI Studio
- AI Guides
- Genesys AI capabilities (Agent Assist, predictive routing, etc.)

