Job Openings
Genesys Cloud CX Specialist/ Ivr developer
Category: Architecture Main location: Canada/US/Caribbean Employment Type: Full Time
Position Description:
We are currently seeking a highly skilled Genesys Cloud Specialist with experience with design and implementation of Genesys Cloud contact center solutions. We are seeking the best problem-solvers, idea-makers, and high-energy professionals for our fast-growing practice area. We need people with good instincts and a positive outlook that can overcome any obstacle.
Key responsibilities:
Design, develop and test services to meet security requirements
Follow best-coding practices
Work as a team and participate in information sharing with the other developers and project managers
Develop scripts / call flow to automate common tasks
Integrate between internal and external REST APIs.
Deploy code using a CI/CD pipeline.
Create unit and integration tests.
Ensure code is resilient to failures and can run at scale.
Participates in code and design reviews.
Understand & comply with GDPR, PCI, HIPAA Security and Privacy Laws.
Perform advisory services, architecture, design and deployment of contact center solutions (such as Genesys Cloud) to clients
Perform architecture, design and IVR configuration and other relevant configuration on various contact center platform
Participate and assist in the development of operational policies, standards and procedures for contact center services
Be responsible for configuring, maintaining, and troubleshooting contact center platforms
Support Level 3 telecommunications infrastructure incidents/problems.
The re-design of IVR flows into Genesys Cloud CX IVR/Voice bots
Support to QA and UAT team to validate and correct test cases
Hands-on experiencing developing IVR leveraging Genesys Cloud CX Architect tool
Design, development, and support experience with Genesys Cloud CX outbound predicative agent and IVR based dialers
Experience with implementation and consumption of API/Web Service back-end services (REST, GraphQL, Json)
Understanding of authentication methodologies (Oauth, SAML)
Experience with Genesys configuration related to agent desktop scripts, data tables, schedules, etc…
Familiar with working using agile methodologies to work with stake holders to gather requirements, develop, and deploy solutions
NLU and Voice bot experience is a plus (Google Dialogflow, Genesys Dialog Engine Bot Flows, Amazon Lex)
Experience with implementation and supporting Genesys WFM and Reporting
Experience with Routing, Schedules, and Architect flows
Ability to take a visio and implement the design in Architect leveraging Google DialogFlow bots
Experience with CICD pipeline tools such as Github, BitBucket, Jenkins, Terraform, CX as Code
Required qualifications to be successful in this role:
Minimum 5-10 years of experience working with various Contact Centers / Telephony platforms.
Ability to design Rest-based APIs
Have worked with data lakes and managed large data sets
Experience with automating deployments and testing in a CI/CD pipeline / CX as Code
BS, MS in Computer Science / Engineering or equivalent IT Diploma
Fluent English required
Experience of IVR development
Ideally 3 years of experience working with Genesys Cloud CX/ Genesys PureCloud.
Deep knowledge of Genesys Cloud
Global configuration
Knowledge of different deployment types (BYOC, BYOD, Edge, Hybrid etc…)
Contact center configuration
Telephony configuration
IVR development in Architect
Data actions
Screen Popups (Scripts)
Webchat widgets deployment
Email routing
Experience of integrating Genesys Cloud with other systems (CRM, Ticketing system, Web-services etc…)
Good communication skills
Good written skills (ability to create solution diagrams, requirements documents, knowledgebase articles)
Good analytical skills
Experience using Agile methodologies
Knowledge of one of the AI Chatbot platforms (Google Dialogflow, Amazon Lex, Nuance etc…)
Knowledge of one of the scripting or programming languages (Powershell, Bash, Python, SQL…)
Knowledge of Amazon Web Services (AWS) related to Genesys Cloud
Knowledge of at least one of the major vendors in contact center world (Avaya, Cisco, Genesys PureConnect, Amazon Connect, 8×8, Five9, Nice…)
Preferred Qualification:
Genesys Cloud Certified Professional*** Fluent proper english is required for this position due to the nature of the role requiring interaction with national and global clients
Skills:
- Call/Contact handling
- IP Networking
- Sales Support
- Telephony
- Wireline Voice/Telephony
- Strong understanding and knowledge of cloud computing
- Programming experience in any object-oriented language like Python, Node.js, Java, Go, etc.
- Experience with REST, web services, and APIs.
- Ability to design and develop JSON/YAML data objects that can be easily consumed by other developmental teams.
- Strong troubleshooting skills
What you can expect from us:
While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.When you join UCC Tech, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes.At UCC Tech we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist. Ready to become part of our success story? Join UCC Tech — where your ideas and actions make a difference.
