Genesys empowers organizations to improve loyalty and business outcomes by creating the best experiences for their customers and employees through their AI-powered Experience Orchestration platform, Genesys Cloud.
Requirements
- 10 + Years of experience with commercial IVR applications, Routing, Bots and development experience in appropriate development tools, Advanced Speech Recognition engines.
- 5+ Years of experience working with bots on platforms like Google Dialogflow and Amazon Lex.
- Must include webhook/fulfillment experience and development skills.
- 5+ Years of experience working in an Agile environment.
- Understanding of the IVR application architecture including web components, telephony, caching, prompt servers, ASR and operational diagnostics.
- Understanding the effective use of generative AI tools.
- Practical experience developing and deploying Genesys solutions with Genesys tools such as Genesys Cloud, Architect, Dialog Engine, Composer, Designer and Intelligent Automation.
Responsibilities
- Design, develop and maintain IVR’s, NLU Intent-based Bots and routing applications for DTMF and speech interactions.
- Experience defining ASR grammars, and tuning process.
- Create accurate development effort estimates in collaboration with the team manager, Professional Services project managers or regional managers.
- Work with Product owner, Scrum master to drive user story creation and ownership for SSA owned epics for IVR, Routing and bots.
- Lead the SSA team delivery.
- Present and demonstrate proposed IVR solutions as required.
- Create and execute test scripts for call flow and other logic and leverage existing Genesys tools (logs, reporting) to provide UAT and QA support.
Other
- Be a thought leader for the organization, providing mentoring and establishing operational plans to achieve organizations strategic goals.
- Communicate within the global community respecting cultural, language and time zone variations.
- Demonstrate flexibility to adjust working hours to match customer and team interactions.
- Work as a team player to the organization.
- Willingness to travel (usually less than 25% of time).
