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Hi Greetings!,
I’d like to introduce a strong Genesys Cloud CX Developer with 7+ years of contact center experience, including hands-on experience with Genesys Cloud CX, IVR, ACD, call routing, REST APIs, WFM, Intradiem, CRM integrations, and cloud migrations.
Candidate Experience
MetLife | Genesys Cloud CX Developer | April 2025 – Present
- Designing and maintaining Genesys Cloud Architect IVR and call-routing flows.
- Integrating Genesys Cloud CX with Intradiem for real-time agent automation and task management.
- Building REST API integrations with backend policy systems, Salesforce, and ServiceNow.
- Integrating WFM platforms with live agent and queue data for intraday staffing.
- Implementing Conversational AI and Agent Assist solutions.
- Performing end-to-end testing using Cyara, including load, stress, and regression testing.
- Using JIRA, Confluence, and Visio for delivery tracking, documentation, and architecture design.
- Optimizing ACD and routing logic using Genesys Cloud Analytics.
Lyca | Genesys Cloud CX Developer | May 2022 – March 2025
- Led the migration of 70+ branch locations from legacy Avaya environments to Genesys Cloud CX.
- Designed IVR, ACD, skills-based routing, queue management, and omnichannel routing.
- Integrated Genesys Cloud CX with Intradiem and WFM solutions.
- Developed REST API integrations for CRM, backend systems, screen pops, and workflow automation.
- Managed JIRA boards, sprint activities, releases, and technical documentation.
- Handled Sev1/Sev2 production issues across IVR, routing, middleware, and integration layers.
- Supported testing, migration waves, UAT, demos, and post-go-live activities.
Tech Mahindra | Contact Center Admin | March 2019 – November 2021
- Supported IVR, ACD queues, call routing, and agent-skill configuration.
- Assisted with REST API integration and Avaya-to-Genesys migration activities.
- Monitored real-time contact center performance and routing issues.
- Supported production tickets and troubleshooting of contact center configurations.
Key Strengths
The candidate’s strongest value is his end-to-end Genesys Cloud CX experience. He has worked across architecture, IVR development, call routing, integrations, testing, migration, production support, and stakeholder communication, rather than being limited to administration or configuration.
She is particularly strong in:
- Genesys Cloud CX / Architect
- IVR & ACD / Skills-Based Routing
- Intradiem & WFM Integration
- REST APIs / Data Actions
- Salesforce & ServiceNow Integration
- Avaya-to-Genesys Cloud Migration
- Cyara Testing
- Conversational AI / Agent Assist
- JIRA / Confluence / Visio
I believe this consultant would be a strong fit for clients looking for someone who can own the technical delivery, understand the business requirement, design the solution, integrate the required systems, and support the implementation through production.
Please review the profile and let me know if you have any suitable requirements. I’d be happy to coordinate the next steps.
Regards,
Pavan Kumar
Senior Bench Sales Recruiter.
Email: pavan@peachitpros.com
Ph: +1 732-344-4277
Osprey Way, West Windsor Township, NJ 08550, USA
www.peachitpros.com
P.S. I also have a deeply curated list of candidates. Shoot me the JDs, and I’ll send over the heavy hitters, to keep the conversation flowing!
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