Mexico City Genesys Cloud Engineer MEX

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. Job Description: Job Description Role Overview We are seeking an experienced Genesys Cloud Engineer to design, implement, and optimize contact centre solutions using Genesys Cloud. The ideal candidate will demonstrate expertise in architecting inbound call flows and in-queue flows, as well as configuring and supporting advanced Genesys Cloud features to deliver seamless customer experiences. Candidates with experience in Genesys Cloud administration, access management, user provisioning, permissions, and related support functions would be particularly relevant. ͏ Key Responsibilities: • Implement inbound call flows and in-queue flows using Genesys Cloud Architect • Develop and manage Data Actions, Data Tables, and Triggers to enable dynamic and data-driven workflows • Configure and maintain Queues, Skills, Wrap Up Codes, Prompts, and Voicemail Groups • Design and deploy Scripts for agent guidance and customer interaction • Establish and manage Emergency Groups and implement Schedule Changes to ensure business continuity • Track and report Flow Outcomes for continuous improvement of contact center operations • Develop Common Modules for reusability across call flows • Implement Secure Call Flows to safeguard sensitive customer information • Collaborate with stakeholders to gather requirements and translate them into effective Genesys Cloud solutions • Provide technical guidance and support for ongoing platform enhancements and troubleshooting • Utilize Azure DevOps to manage and document stories and features, ensuring clear requirements, acceptance criteria, and alignment with project objectives • Utilize ServiceNow for incident, request, and change management within the ITSM framework • Demonstrate familiarity with CAB (Change Advisory Board) change request processes, including submission, review, and implementation of changes to production environments • Willingness to participate in after-hours on-call support as needed to ensure system stability and rapid issue resolution Required Qualifications: • Proven experience architecting and deploying Genesys Cloud solutions, including inbound and in-queue call flows • Strong knowledge of Data Actions, Data Tables, Triggers, Queues, Skills, Wrap Up Codes, Prompts, Voicemail Groups, Scripts, Emergency Groups, Schedule Changes, Flow Outcomes, Common Modules, and Secure Call Flows • Experience with Azure DevOps for CI/CD pipelines, project management, automation, and work item tracking (stories and features) • Experience with ServiceNow for IT service management and change control • Familiarity with CAB change request processes and procedures • Ability to work independently and as part of a cross-functional team • Excellent problem-solving and communication skills • Willingness to be on call after hours for support as required Preferred Certifications: • Genesys Cloud CX Professional • Genesys Cloud CX: Architect Mandatory Skills: Genesys Contact Centre . Experience: 5-8 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Apply Now Start applying with LinkedIn Please wait... Information at a Glance Reciba alertas de trabajo Recibir notificaciones cuando tengamos puestos vacantes y recibir otras noticias relevantes sobre la carrera ">Registro > Únete a nosotros Explora los puestos vacantes que coincidan con tus intereses y habilidades ">Buscar trabajos > Si encuentra correo, anuncios o personas sospechosas que ofrecen trabajos en Wipro, envíenos un correo electrónico a helpdesk.recruitment@wipro.com . No envíe su currículum por correo electrónico a esta identificación, ya que no se supervisa para currículums y solicitudes de carrera. Cualquier queja o inquietud con respecto a prácticas de contratación poco éticas / injustas debe dirigirse a nuestro Grupo del Defensor del Pueblo en ombuds.person@wipro.com . Somos un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de raza, color, casta, credo, religión, género, estado civil, edad, origen étnico y nacional, identidad de género, expresión de género, orientación sexual, orientación política, estado de discapacidad, estado de veterano protegido o cualquier otra característica protegida por la ley. Wipro se compromete a crear un lugar de trabajo accesible, solidario e inclusivo. Se proporcionarán adaptaciones razonables a todos los solicitantes, incluidas las personas con discapacidades, durante todo el proceso de reclutamiento y selección. Las adaptaciones deben comunicarse antes de la solicitud, siempre que sea posible, y se revisarán de forma individual. Wipro brinda igualdad de oportunidades para todos y valora la diversidad. Wipro.com Explore All Jobs Privacy policy Terms of use Fraud Awareness Wipro Locations Cookie Consent Manager Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. © 2026 Wipro Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: "route" is used for session stickiness "careerSiteCompanyId" is used to send the request to the correct data center "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another Cookies from provider SAPasserviceprovider are required and cannot be turned off Functional Cookies These cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies. Consent to all Functional Cookies Functional Cookies Provider Description Enabled YouTube YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider YouTube This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is g