Genesys Cloud Developer | 9 to 12 years | Mumbai & Bengaluru

Job Description

• Responsible for constructing flows using Architect (Call, Email, Chat, Message, Survery, Voice Mail, In-Queue, etc) & IVR development
• Candidate should have depth of technical knowledge and experience architecting and delivering IVR and bots (Genesys and 3rd party bot platform such as Google Dialogflow, Amazon Lex, etc).
• Experience with Genesys API's and integration with 3rd party solutions and CRM's
• Genesys cloud CX certified developer and architect certification is essential
• Work independently on design, develop and maintain IVR's, Bots and routing applications for DTMF and speech interaction.
• Experience in WFM confirguration, forcasts and scheduling
• This role is a senior contributor with the ability to lead self-service, enchancement, new initiative projects.
• Identify and Interface with required teams, OEMs, Vendors to achieve desirable goals for the function and people.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.

Primary Skills

• Hands on Genesys Cloud enablement, configuration and support
• Candidate should have depth of technical knowledge and experience architecting and delivering IVR and bots (Genesys and 3rd party bot platform such as Google Dialogflow, Amazon Lex, etc).
• Expertise on Call Flow Design
• Web Services Integration (3rd party)
• Experience with Genesys API's and integration with 3rd party solutions and CRM's
• Genesys Cloud Scripts and Screenpop
• Genesys Cloud WFM confirguration, forcasts and scheduling
• Genesys Cloud Dailer
• Good experience and exposure on Contact Center Technology
• Excellent written, verbal communication skills

Secondary Skills

• Genesys Cloud Developer
• Custom Reports (Rest API)
• Genesys Cloud Dialer
• Genesys certifications would be added advantage
• Should posses expertise in Time management, ITIL service management process knowledge is essential.