Job Title
Job Description (JD) for a
Genesys Cloud IVR Developer with Chatbot Skills for a
remote position at Unified Consultancy Services, targeting candidates with
56 years of experience:
Genesys Cloud IVR Developer (Chatbot Expertise)
Location: Remote (India / Global)
Experience: 56 Years
Employment Type: Full-time
Company: Unified Consultancy Services
About Us
Unified Consultancy Services is a next-gen digital solutions company specializing in AI-driven Contact Center, CX, and Cloud Communication Platforms. We are currently looking for a highly skilled Genesys Cloud IVR Developer with chatbot integration expertise to join our remote engineering team and support our global enterprise customers.
Key Responsibilities
- Design, develop, and implement IVR workflows using Genesys Cloud CX Architect.
- Build and maintain voice bots and chatbots, integrating NLP and AI platforms (Google Dialogflow, Amazon Lex, Nuance, etc.).
- Collaborate with the Contact Center Ops, UX, and Product teams to design seamless customer journeys across voice and digital channels.
- Develop RESTful integrations with CRM, ticketing, knowledge bases, and third-party APIs within Genesys Cloud.
- Configure and troubleshoot call flows, queues, skills, DIDs, and digital channels (chat, email, SMS).
- Participate in CI/CD processes for deploying IVR/chatbot flows.
- Perform unit testing, UAT support, and provide post-production issue resolution.
- Monitor and optimize performance using Genesys reporting and analytics tools.
Required Skills & Experience
- 56 years of hands-on experience with Genesys Cloud CX (formerly PureCloud).
- Strong command of Architect tool, IVR scripting, and flow design.
- Solid experience with chatbot frameworks: Google Dialogflow, Amazon Lex, or equivalent.
- Experience integrating with backend systems via REST APIs.
- Proficiency in JSON, JavaScript, and Lambda functions for dynamic flows.
- Knowledge of Omnichannel routing, BOT-Handoff, and call/email/chat queueing strategies.
- Familiarity with Speech-to-Text (STT) and Text-to-Speech (TTS) configurations.
- Exposure to CI/CD tools, version control (Git), and Agile development processes.
Preferred Qualifications
- Genesys Cloud Developer Certification (or working towards it).
- Experience with Twilio, AWS Connect, or other CCaaS platforms is a plus.
- Understanding of customer experience (CX) KPIs and Contact Center analytics.
- Experience working in BFSI, Telecom, or Healthcare industries.
Soft Skills
- Strong communication and collaboration skills.
- Ability to work independently and in globally distributed teams.
- Problem-solving mindset and keen attention to detail.
- Agile and adaptable in a fast-paced, client-focused environment.
What We Offer
- Fully remote work with flexible timing.
- Opportunity to work on cutting-edge AI-powered CX platforms.
- Collaborative team environment and supportive leadership.
- Competitive salary and performance-based incentives.
