Genesys Senior Developer

Roles Responsibilities

• Develop and configure AI driven features like Agent Assist Intent Miner and A3S Artificial Intelligence Services in Genesys
• Create and optimize IVR flows chatbots and AI powered customer interactions
• Integrate AI models to enhance self service capabilities and agent productivity
• Work on speech analytics intent recognition and real time transcription in Genesys Cloud
• Genesys Architect experience
• Data Tables and Call routing in Genesys Experience
• Genesys Developer Data actions experience best practices
• Genesys Participant data familiarization
• Data Actions development experience
• Develop and maintain Genesys Cloud APIs and integrations with third party applications eg CRMs databases analytics tools
• Automate workflows using Genesys Cloud Architect Webhooks and AWS Azure services
• Familiar with Genesys APIs and data
• Familiar with Genesys support cases and escalations
• Contact Center for health care domain knowledge nice to have
• Understanding of natural language IVR implementations
• Genesys Chat experience Build support

Nice to Have

• WFM experience in Genesys
• Certification in Genesys Cloud or similar contact canter solutions
• Experience with agile development methodologies
• Strong understanding of security best practices including encryption and access control

Soft Skills

• Excellent problem solving and analytical skills
• Strong communication and interpersonal skills
• Ability to work in a fastpaced environment and prioritize multiple tasks
• Strong attention to detail and ability to meet deadlines
• Convert the below reading as a customer deliverable item without changing its meaning
• AsIs Process Maps
• Baseline KPIs for the business process
• Define RACI and develop SIPOC
• ToBe Process Maps
• Business process Assessment Summary documentation