Cloud Engineer

HCLTech is a global technology company, home to 219,000+ people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

Our purpose is to bring together the best of technology and our people to supercharge progress. We’re supercharging progress for everyone, everywhere – our clients, partners and their stakeholders, our people, communities, and the planet.

We are seeking a highly skilled and experienced Genesys Cloud Engineer with Genesys developer skillset must have engineering mindset and a minimum of 8–10 years of hands-on experience. The ideal candidate will possess deep platform knowledge and demonstrate expertise in designing and implementing call flows, managing call routing, and working with data tables. Additional experience with telephony systems such as Microsoft Teams, Avaya, and Session Border Controllers (SBC) is highly desirable.

Key Responsibilities

• Design, develop, and implement call flows and routing strategies in Genesys Cloud.
• Manage and maintain Genesys Cloud data tables for dynamic call handling.
• Collaborate with cross-functional teams to gather requirements and deliver scalable solutions.
• Lead Conversational AI projects including intent identification and LLM development.
• Integrate Natural Language Understanding (NLU) and Natural Language Processing (NLP) capabilities into customer interaction workflows.
• Ensure seamless integration with telephony systems including SIP and TDM protocols.
• Implement and maintain CI/CD pipelines using tools such as Blackchair.
• Monitor system performance and troubleshoot issues to ensure high availability and reliability.
• Document system configurations, processes, and best practices.

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• 8–10 years of hands-on experience with Genesys Cloud platform.
• Strong engineering mindset with a focus on scalable and maintainable solutions.
• Proficiency in designing and implementing call flows and routing strategies.
• Experience with Conversational AI, including intent identification and LLM development.
• Strong understanding of NLU and NLP technologies.
• Familiarity with cloud platforms such as Azure, AWS, and Google Cloud and their AI/ML services.
• Experience with database management systems including SQL and NoSQL.
• Knowledge of telephony protocols such as SIP and TDM.
• Experience with CI/CD tools, preferably Blackchair.
• Excellent problem-solving skills and attention to detail.
• Strong communication and collaboration abilities.

Benefits

Private insurance.

Salary

Depends on your experience. ~30k/ year.

Why Us?

• We are investing in your growth, offering learning and career development opportunities at every level to help you find your spark;

• We offer a virtual-first work environment, promoting a good work-life balance and real flexibility;

• Our company is extremely diverse with representation of 165 nationalities;

• We offer the opportunity to work with colleagues across the globe;

• We offer comprehensive benefits for all employees;

• We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect.