Job Title: Contact Center Platform Engineer (Genesys)

Client Location – Newark, NJ

Position: Fulltime

Onsite from day 1st

Job Description

Role: Contact Center Platform Engineer (Genesys)

• 5 years’ of hands-on experience in coding/development in Contact Center platform (Routing/Reporting Call flows, IVR, Conversational AI, ChatBots, Call Recording, WFM etc).
• 2 years of experience in Cloud enablement of Contact Center Solutions, especially in migrating from On-prem to CCaaS Cloud solution.
• Experience in AWS Lex & Lambda for development of ChatBot.
• 4 years of IVR Applications and Advanced Speech Recognition engines (ASRs), and hands on development and deployment experience.
• 4 years of writing code in common programming languages such as NodeJS, Java, .Net, Python.
• Experience using CICD tools such as BitBucket, Jenkins, AWS Code Pipeline etc.
• Experience integrating with CRM apps including SalesForce and ServiceNow is a plus.
• Experience with Genesys-Pure-Cloud or Genesys Engage, hands on implementation, Configuration, deployments to production and support is a plus.
• Agile knowledge with SAFe or NWOW framework is preferred.
• Experience involving digital transformation activities in large organization is a plus.

Responsibilities:

• Design, Configure, Develop, and Support Conversational IVR’s, & Chatbots leveraging Genesys Cloud Architect tool and Amazon Lex & Lambda.
• Lead implementation of API / Web Service integrations to back-end systems (REST, Json, and SQL database).
• Using agile methodologies, partner with product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.
• Lead implementation of Inbound & Outbound solutions, QM recording, WFM, Omni-Channel, Analytics, Customer Journeys, and Reporting.
• Support and maintain existing Avaya Telephony and Contact Center solutions and demonstrate complex problem-solving skills.

Harendra Kumar

harendra.k@veridiants.com