Brief Description
Role Purpose
The Conversational AI Developer will design and implement automation solutions across ESP's Service Desk and customer support platforms using the Genesys Cloud CX ecosystem.
The role focuses on developing chatbots, virtual assistants, and automated workflows that improve customer self-service, streamline support processes, and enhance the overall service experience.
Working closely with Service Desk teams, infrastructure engineers, and business stakeholders, the developer will build scalable solutions that reduce manual effort and support the organisation's growing use of AI and automation.
Key Responsibilities
- Design and develop automation solutions within the Genesys Cloud platform.
- Build and maintain chatbots, messaging bots, and virtual assistants that support customer and service desk interactions.
- Develop conversational flows, intents, and automation logic using Genesys Dialog Engine Bot Flows and related tools.
- Configure automation workflows using Genesys Architect and integration frameworks.
- Develop integrations between Genesys Cloud CX and enterprise systems such as IT Service Management platforms, internal APIs, knowledge bases, and internal tools.
- Build API-based integrations using REST APIs and webhooks.
- Support digital messaging channels including web chat, customer messaging platforms, and service desk chat interfaces.
- Monitor chatbot performance and continuously improve automation accuracy and user experience.
- Maintain documentation for automation workflows, integrations, and development standards.
Collaborate with service desk teams to identify opportunities for automation and AI adoption.
Identify opportunities to automate common service desk requests using conversational AI and workflow automation.
Requirements
3–5 years of experience in software development or automation engineering.
- Experience working with Genesys Cloud CX or similar contact centre automation platforms.
- Experience building chatbots or conversational AI solutions.
- Experience developing integrations using REST APIs and web services.
- Knowledge of scripting or development languages such as Python, Node.js, or JavaScript.
- Experience working with workflow automation platforms or service desk environments.
- Strong analytical and problem-solving skills.
Ability to design clear and logical conversation flows.
Communication Skills
Strong Spoken And Written English Communication Skills Are Required.
The candidate must be able to:
Communicate clearly with international teams
Participate in technical discussions with UK stakeholders
Write clear technical documentation
Desirable Skills
Experience integrating with IT Service Management platforms such as ServiceNow.
Experience with conversational AI platforms.
Understanding of contact centre routing concepts.
Experience analysing chatbot performance and improving intent recognition.
