Overview:
• 4+ years of hands-on experience in Contact Center technologies with strong expertise in Genesys Cloud IVR development using Architect
• Proven capability in IVR design and end-to-end call flow development, including secure flows and AI/bot integrations
• Strong hands-on experience across Genesys Cloud CX components, including:
-IVR, Call Routing, CTI, Agent Desktop
-AI & Bots, Dialers, Live Chat, Workforce Management (WFM)
-Omnichannel configuration and orchestration
-Genesys AI services such as IVA and Agentic AI
• Demonstrated experience in migrating legacy or on-premise contact centers to Genesys Cloud CX
• Solid experience with Genesys APIs and integrations with third-party systems and CRMs (e.g., Salesforce)
• Strong understanding of RESTful and SOAP APIs, including JSON and XML payload handling
• Hands-on experience in Genesys Cloud enablement, configuration, customization, and operational support
• Ability to design, develop, and deliver IVR solutions and conversational bots using:
Genesys Dialog Engine , Third-party bot platforms such as Google Dialog flow and Amazon Lex
• Requires strong analytical, organizational, and problem-solving skills.
• Strong communication skills, both verbal and written.
• Must be able to meet deadlines.
• Ability to set and maintain high quality work standards.
• Frequently contributes to the development of new theories and methods.
• Ensure solutions align with best practices, security standards, and performance expectations
• Work across the Genesys product suite including Pure Engage, Pure Cloud, and Genesys Cloud CX
• Lead and execute contact center migrations to Genesys Cloud CX, including configuration, enablement, and post migration support
• Design, develop, and maintain IVR and call routing flows using Genesys Architect
• Work closely with WFM, Dialer, Recording, and Omnichannel solutions to deliver end to end contact center capabilities
• Collaborate with internal teams, business stakeholders, OEMs, and vendors to achieve project and operational goals
