Senior Contact Center Developer

Job Overview

As a senior Contact Center Developer, you will be responsible for the analysis, design, develop, and test complex Self-Service applications using Genesys Cloud and AWS platforms for large MMIS (Medicaid Management Information System) systems with minimal supervision. As part of the team, you will have the opportunity to shape scalable, high-performing contact center applications, improve operational efficiencies, and enable better outcomes for Medicaid stakeholders across the states.

Responsibilities:

• Design, develop, and test complex Self-Service applications using Genesys Cloud and AWS platforms.
• Build and implement Genesys bots and AWS Lex bots for enhanced self-service capabilities.
• Develop and integrate Chat functionality for web portals.
• Integrate with the evoBrix X Medicaid platform using REST and SOAP APIs.
• Evaluate and understand highly complex interrelationships and effects among programs, interfacing applications, and platforms.
• Design call routing and messaging solutions for seamless user experiences.
• Leverage AWS services, including Lambda, API Gateway, S3, SNS for scalable solutions.
• Utilize Java Spring Framework for backend development and maintain codebases using Git.
• Proficiently use CI/CD pipelines, build tools such as Maven, Jenkins, and version control tools like Git or SVN.
• Support and troubleshoot existing applications, resolving issues promptly to meet project milestones or Service Level Agreements (SLAs).
• Manage and track incidents, defects, and enhancements through Jira.
• Maintain and organize design artifacts in SharePoint or Confluence.
• Assist with project releases, maintenance, and security updates to ensure system reliability.
• Communicate effectively with the Integration Lead/Manager, providing updates on activities, issues, and risks.

Experience/Preferred Skills Required:

• Bachelor s degree in computer science, Information Technology, or a related field.
• 7 years of experience with Genesys Cloud Platform, AWS. Other contact center systems (e.g., Amazon Connect, Avaya) is also a plus.
• Strong expertise in backend systems for service-oriented architectures.
• Experience with chatbots, voice assistants, or AI-driven products is a plus.
• Experienced in the Java and other programming languages like Python, Node.js is also a plus.
• Strong expertise with relational databases, including Postgres, DynamoDB, and Oracle.
• Proficient in CI/CD pipelines and tools such as Maven, Jenkins, and version control tools like Git or SVN.
• Experience in healthcare systems, and with a strong understanding of PHI, PII, and HIPAA compliance requirements (preferred).
• Preferred: Experience in containerization using Docker or Kubernetes is a plus.
• Detail-oriented, capable of managing multiple priorities, and thrive in a collaborative, fast-paced environment.