Genesys Developer (Remote)

Summary: The Genesys Developer role focuses on troubleshooting and providing support for AI-powered contact center solutions. The position involves engaging with customers to understand their challenges and assisting with the design and implementation of technology-driven solutions. The developer will also provide technical guidance, collaborate with internal teams, and contribute to AI strategy and innovation. This is a remote position for a duration of 12 months.

Key Responsibilities:

• Troubleshooting issues and providing phone support to the agents
• Engage with customers as needed to understand business challenges and define technology-driven solutions that improve customer engagement and agent efficiency.
• If needed, assist with current project design and architect AI-powered contact center solutions, integrating technologies such as Conversational AI, Agent Assist, Co-Pilot AI, and AI-driven knowledge surfacing into CCaaS environments.
• Support internal team with customer engagements from initial technical discovery through full implementation and optimization, ensuring seamless integration into their existing infrastructure.
• If needed, assist with development for proof-of-concept (PoC) demos, prototypes, and solution blueprints tailored to customer needs.
• Assist team with driving deployment projects by working cross-functionally with Service Lines, Internal IT and Genesys direct Engineering, and Project teams to ensure successful execution.
• Provide hands-on technical guidance for end users with troubleshooting related to AI model integration, chatbot development, automation workflows, and analytics.
• Solve complex technical challenges and work with internal team to optimize build post-implementation to enhance accuracy, efficiency, and business impact.
• Collaborate with internal teams to develop best practices, technical documentation, and training resources for AI adoption.
• Act as a trusted advisor to customers, helping them navigate troubleshooting a variety of issues related to usage of the technology related to AI strategy, and deployment
• Assist with any applicable knowledge to stay ahead of AI trends and contribute to Genesys' innovation strategy by providing real-world insights from implementation projects.
• If appropriate influence AI product roadmaps by working closely with Product Management to refine features based on customer need

Key Skills:

• Experience with Genesys technology and AI-powered contact center solutions
• Strong troubleshooting and technical support skills
• Ability to engage with customers and understand their business challenges
• Knowledge of Conversational AI, Agent Assist, and related technologies
• Experience in project design and implementation
• Strong collaboration and cross-functional teamwork skills
• Technical documentation and training resource development
• Understanding of AI trends and innovation strategies
• Ability to influence product roadmaps based on customer needs

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT