Genesys Developer (Genesys Cloud CX Architect, 5 years of contact center operations experience)

Genesys Developer (Genesys Cloud CX Architect, 5 years of contact center operations experience)

Posted 6 days ago by 1751550343

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Negotiable
Outside
Remote
USA
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Application Programming Interface (API) Authentications Avaya (Telecommunications) Avaya Unified Communications Management Chatbot Cloud Computing Cloud Technology Dual-Tone Multi-Frequency Signaling Genesys Interactive Voice Response JSON Natural Language Understanding OAuth RESTful API SMS Software Development Unified Communications Web Services

Summary: The role of Genesys Developer involves working with the Unified Communication and Collaboration team to develop and enhance IVR interaction flows, Chatbot functionalities, and Genesys reporting. The contractor will utilize Genesys Cloud CX development skills, particularly in flow development using the Architect tool, and will consult on requirements and design for prioritized enhancements. This position is fully remote and requires collaboration with the contact center business unit. Candidates must have significant experience in contact center operations and Genesys development tools.

Key Responsibilities:

  • Develop IVR interaction flows and Chatbot functionalities using Genesys Cloud CX Architect.
  • Consult on requirements, design, and implementation of Genesys enhancements.
  • Perform flow development for various interaction types including voice and digital messaging.
  • Implement best practices for Directed dialog and Natural Language Understanding.
  • Configure Genesys data actions and integrate with REST API services.
  • Test and troubleshoot Genesys flows and ensure proper functionality.
  • Participate in training and onboarding processes for new contractors.

Key Skills:

  • At least 2 years of experience with Genesys Cloud CX Architect development tool.
  • Minimum of 5 years of contact center operations experience.
  • Proficiency in flow development for voice and digital messaging.
  • Experience with IVR applications and data actions.
  • Familiarity with API integrations and chatbot design best practices.
  • Ability to troubleshoot and test Genesys flows effectively.
  • Understanding of Avaya Aura Unified Communications environment is desirable.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

Hello,

This is Archana from hanker Systems Inc. Reaching out to you for a great opportunity with one of our direct client.

Title: Genesys Developer

Remote

  • SCOPE OF WORK:

SMUD s Unified Communication and Collaboration team is seeking a contractor with Genesys Cloud CX development skills with a working knowledge of flow development in Architect (voice, email, digital messaging, ACD/IVR). The contractor will work on a task order basis on assignments involving IVR interaction flow development, Chatbot and associated Genesys reporting enhancements. The contractor may also be asked to consult on and/or focus on requirements, design and implementation deliverables of prioritized Genesys enhancements requested by the contact center business unit.

Mandatory Requirements

At least 2 years of experience with the Genesys Cloud CX Architect development tool At least 5 years of contact center operations experience

Technical Requirements

      • Perform flow development work in Genesys Architect for Voice, Digital Messaging (Web and SMS), and other interaction types. Flows may include use of voice or digital bots for speech or NLU. Flows may perform functions related to automated services (IVR/Chatbot) and/or ACD call routing.
      • Experience with best practices related to and the ability to implement Directed dialog and Natural Language Understanding.
      • Experience working with IVR applications specifically call flows, data actions, dynamic actions, DTMF and speech entry, text-to-speech, menus, and audio prompting.
      • Experience using Genesys data actions to retrieve/post data through REST API integrations to SMUD provided JSON based web services.

Leased Employee Genesys Developer

      • Experience configuring Genesys data actions with authentication via API token, OAuth, or other approved methods
      • Experience migrating Genesys Architect flows from a Genesys DEV tenant to a PROD tenant
      • Experience with Genesys SMS and Email interactions
      • Understanding best practices in chatbot flow design
      • Ability to troubleshoot and test Genesys flows
      • Familiarity with integrating 3rd party modules such as Google Dialog Flow into a Genesys flow

Desirable Qualifications

Contact Center Operations experience with the Genesys Cloud CX platform to include prior development experience with interaction channels such as IVR, Chatbot, SMS, Email, Chat, Voice. Prior experience supporting Genesys WFO. Some understanding of the Avaya Aura Unified Communications environment.

Assumptions

  • Contractor musts have reliable internet, work exclusively within the United States, and be made available for any meetings generally scheduled between the hours 9 am and 5 pm Pacific Time.
  • It is expected that the contractor will work 100% remotely. After the Task Authorization/Task Contract has been executed, the hiring manager will coordinate with the Contractor on a 4-8 hour SMUD training to start-up contractor(s) on the required job functions.
  • The contractor is expected to complete tasks that are assigned on an as-needed basis, during the term of the contract. Due to this, hours vary from week to week, and there are no minimum hours set for this task.
  • SMUD will be engaging two resources/candidates for this task; one will be for the first 6- month engagement and the second resource/candidate for the following 6-months, if needed.
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