IVR Genesys Cloud & AWS Expert

Job Summary:

The IVR developer will be able to do design, develop, and implement Genesys CX Contact Center IVR applications.
The IVR developer will be responsible for design and develop Genesys CX call flow creation in architect, data actions, scripting, configuring queues, skill-based routing, agent profiles, and reporting.
Our Digital CX team focuses on building a culture where the best people can do their best work. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- - Knowledge, Skills, and Abilities Needed - -

Responsibilities Include:
1. Participate in application development and enhancements for Genesys contact center.
2. Perform customization and integration of Genesys solutions to meet business needs.
3. Create technical documentation and user guides for Genesys solutions.
4. Conduct performance tuning and optimization of Genesys configuration.
5. Display ownership and responsibility for the Team s activity.
6. Design and implement conversational interfaces for varied applications.
7. Collaborate with UX/UI designers to enhance bot user experience.
8. Bot integrations with various platforms and backend systems.
9. Continuously improve bot understanding and responses based on user feedback.
10. Stay updated with the latest trends in conversational AI and machine learning.
11. Optimize bot performance for speed and responsiveness.
12. Address and rectify any issues or bugs in the bot's / IVR functioning.
13. Participate in code reviews and ensure best practices are followed.
Qualifications for Consideration:
1. Collaborate with stakeholders to gather requirements and design custom solutions that leverage Genesys Cloud CX capabilities to improve customer experiences
2. Strong hands-on experience in designing, development, and implementation of Architect flows in Multi Channels - Calls, Web Chats/Web Messaging, Callbacks, Workflows and Emails on the Genesys Cloud CX platform.
3. Knows IVR terminologies, can help to redesign IVRs or identify the areas of improvements
4. Has experience with API testing as we build IVR - fields data type, calling and analyzing API
5. Develop and customize applications, integrations, and workflows within the Genesys Cloud CX platform using its API, SDKs, and scripting capabilities
6. Integrate Genesys Cloud CX with other systems and data sources, such as CRM systems, webservices, databases, and third-party applications, to create a unified customer experience.
7. Configure call and interaction routing strategies to ensure customers are connected to the right agents or resources
8. Ability to design conversation flows and optimize user interactions.
9. Knowledge of natural language processing and machine learning basics.
10. Strong debugging and troubleshooting skills in Genesys CX platform.