Genesys Exams

A Legacy of Contact Center Dominance

Founded in 1990 in Daly City, California, Genesys built its early reputation on computer telephony integration. The company spent the next three decades acquiring competitors and expanding its footprint in the enterprise contact center space. Today, Genesys competes directly with platforms like NICE, Five9, and Salesforce for market share in the Customer Experience (CX) sector.

The company's modern flagship product is Genesys Cloud CX, a cloud-native platform that handles omnichannel routing, artificial intelligence, and workforce management. As enterprise contact centers migrate from legacy on-premises hardware to cloud platforms, the demand for administrators and developers who understand the Genesys ecosystem has grown.

The Genesys Certification Path

Genesys credentials do not target IT generalists. They focus on specific operational roles within a contact center: administrators, developers, system architects, and workforce managers.

Most candidates pursue the Cloud CX tracks, which align with the company's current software-as-a-service offerings.

The GCP-GCX: Genesys Cloud CX Certified Professional – Consolidated serves as a broad validation of platform expertise. This exam tests your ability to configure users, manage omnichannel routing strategies, and interpret analytics data. Passing the GCP-GCX proves you can administer a modern cloud contact center environment. The exam runs 120 minutes, contains 55 questions, and requires a 65 percent passing score.

Designing and Building the Customer Journey

While the GCP-GCX covers broad administration, other exams target the technical personnel who build the actual routing logic and integrations.

The GCX-ARC: Genesys Cloud CX: Architect exam focuses on workflow design. Candidates must demonstrate they can build complex call and chat flows, implement custom variables, and configure Interactive Voice Response (IVR) logic. This credential proves you know how to map and construct the path a customer takes from their initial contact to agent resolution.

For software engineers, the GCX-GCD: Genesys Cloud CX: Developer exam shifts the focus to integration. Also a 55-question, 120-minute test, the GCX-GCD measures your ability to write custom applications that interact with the platform. It covers API authentication patterns, event handling, and data retrieval. Developers who hold this credential know how to connect external CRM databases and custom dashboards to the Genesys backend.

Workforce Engagement Management

Contact centers run on metrics and schedules. Genesys includes native tools for tracking agent performance and forecasting call volume.

The GCX-WFM: Genesys Cloud CX: WEM - Workforce Management Certified Specialist exam targets the analysts and operational leaders responsible for these metrics. The test covers schedule generation, capacity planning, and agent tracking. Earning this certification shows employers you can manage the human element of a contact center, ensuring enough agents are available to meet service level agreements without overstaffing.

Supporting Legacy Infrastructure

Despite the push toward cloud adoption, many large enterprises still run on-premises contact center hardware. Genesys maintains certifications for these legacy environments.

The CIC-101-01: CIC Core – PureConnect exam tests foundational administration for the Genesys Interaction Center. PureConnect is an older platform, but replacing a global enterprise contact center takes years. If an organization runs PureConnect, this credential is a baseline hiring requirement for support staff. It covers system navigation, user management, and basic troubleshooting for voice, chat, and email interactions.

Career Value in the CX Market

A Genesys certification proves you can manage enterprise-grade customer interaction systems. Employers in finance, healthcare, and telecommunications rely on these platforms to handle millions of customer interactions a day.

Hiring managers look for these specific exam codes when recruiting for contact center engineers and CX architects. As artificial intelligence takes over routine customer service tasks, the human agents who remain are handling complex, high-stakes escalations. Certified Genesys professionals are the personnel configuring the routing logic, API integrations, and workforce schedules that make those critical interactions possible.