Genesys Cloud Contact Center Developer

Genesys Cloud Contact Center Developer

Position Description
Experience
Total IT Experience: 3 to 5+ years in software development or contact center
engineering.
Relevant Experience: 3+ years of hands-on, dedicated experience designing,
developing, and deploying solutions on the Genesys Cloud CX platform.
Specialized Experience: Proven track record of building complex IVR call flows
and implementing conversational AI (Voicebots/Chatbots) using Genesys
AI/Dialog Engine
We are seeking a highly skilled Genesys Cloud Contact Center Developer with a strong specialization in IVR development and Genesys AI. In this role, you will be responsible for the end-to-end design, development, and implementation of intelligent, omnichannel contact center workflows. You will play a critical role in transforming our customer experience by automating interactions, deploying conversational AI, and ensuring seamless integration between Genesys Cloud and our core enterprise systems.
Key Responsibilities:
.IVR & Flow Development: Design, build, test, and deploy complex IVR call flows, bot flows, and routing logic using Genesys Cloud Architect. Ensure flows are optimized for high performance, fault tolerance, and minimal customer friction.
.AI & Bot Implementation: Lead the development and tuning of Genesys Dialog Engine Bot Flows for both voice and digital channels. Build Natural Language Processing (NLP) intents, utterances, and slots to create highly accurate conversational self-service experiences.
.Agent Experience Enhancement: Implement Genesys Agent Assist and predictive routing solutions to empower service desk agents with real-time recommendations, knowledge base surfacing, and optimized interaction delivery.
.Systems Integration: Develop custom Data Actions to integrate the Genesys platform with internal REST APIs, CRMs (e.g., Salesforce), and third-party SaaS applications, enabling personalized, data-driven customer journeys.
.Testing & Optimization: Conduct rigorous unit, integration, and load testing for all custom flows. Continuously monitor IVR/Bot performance, analyzing containment rates, abandon rates, and speech recognition accuracy to tune the AI models.
.Consulting & Architecture: Collaborate with business analysts, operations managers, and UI/UX designers to translate business requirements into scalable technical designs. Provide best-practice recommendations for contact center architecture.

Your future duties and responsibilities

Required qualifications to be successful in this role

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