Genesys Developer

Job Description:

• As a Genesys Engage and Cloud Developer in the offshore support team, you will be responsible for maintaining, enhancing, and supporting Genesys-based customer interaction solutions.
• This includes both on-premises (Genesys Engage) and cloud-based (Genesys Cloud) platforms.
• You will collaborate closely with onshore SMEs and cross-functional teams to ensure seamless operations and continuous improvement of contact center technologies.

Must Have & Desired Skills:

• At least 3+ years experience as a Genesys developer

Genesys Engage:

• Proficiency in Genesys Email and IWD interaction routing, including development/enhancement skills.
• Experience in Genesys Voice routing and related enhancements.

Genesys Cloud:

• Expertise in IVR and Natural Language Understanding (NLU) development/enhancement skills.
• Knowledge of Voice and E-Services routing within Genesys Cloud.

AWS:

• Basic understanding of AWS services.
• Familiarity with Lambda function modifications is a plus.

Role Responsibilities:

• Provide support for ServiceNow incidents and service requests related to Genesys Engage and Genesys Cloud solutions.
• Take ownership of enhancement requests for Genesys Engage, specifically in email and voice routing.
• Lead implementation of enhancement requests for Genesys Cloud IVR and NLU functionalities.
• Participate in patching activities for both Engage and Cloud platforms.
• Offer on-call support during non-business hours (IST).
• Proactively address recurring issues, manage problem cases, and ensure timely resolution.
• Collaborate with onshore SMEs to coordinate various support activities.
• Demonstrate a proactive approach in identifying and resolving potential issues in both non-production and production environments