Capgemini Engineering is looking for a Genesys Senior Developer / Functional Consultant to develop and implement multichannel self-service IVR and OmniChannel Orchestration Routing using Genesys Cloud CX, aiming to enhance customer interaction solutions and leverage AI capabilities for improved customer experience and automation.
Requirements
- 5 to 9 years of experience in Genesys application development.
- Strong hands-on experience with Genesys Cloud CX Architect.
- Proven track record in OmniChannel orchestration and self-service IVR development.
- Experience with third-party integrations including AWS, Workday, and CRM platforms.
- Deep understanding of speech recognition technologies and vendor ecosystems.
- Proficiency in Genesys AI, WFM, Reporting, and Analytics using developer APIs.
- Genesys Cloud CX certification in one or more solution areas (Inbound, Outbound, Multichannel, Recording, Reporting).
Responsibilities
- Design and implement Voice and Non-Voice applications including Chat, SMS, Email, and Bots using Genesys Cloud CX Architect.
- Develop and integrate third-party services such as AWS Lambda, Lex, Polly, Workday, and CRM Dynamics.
- Deliver customer interaction solutions across IVR, Web, Messaging/Chat, SMS, Social Media, and Genesys Agent Copilot.
- Utilize Genesys AI features to enhance customer experience and automation.
- Ensure robust integration with internal and external systems using Genesys Framework.
- Implement Self-Service and Analytics solutions with speech-based interfaces and dynamic menus tailored to customer treatment strategies.
- Evaluate and apply speech recognition technologies from vendors like Amazon, Genesys, and Nuance.
Other
- Excellent communication and problem-solving skills.
- Collaborate effectively in a remote, virtual, and global team environment.
