Job Description

Role: IVR/Chatbot Developer, Digital CX

• The IVR/Chatbot developer will be able to design, develop, and implement Genesys CX Contact Center IVR applications.
• The IVR/Chatbot developer will be responsible for designing and developing Genesys CX call flow creation in architect, data actions, scripting, configuring queues, skill-based routing, agent profiles, and reporting.

Location

This is a hybrid position based out of Jersey City, New Jersey

Knowledge, Skills, and Abilities Needed

Responsibilities Include:

• Participate in application development and enhancements for Genesys contact center.
• Perform customization and integration of Genesys solutions to meet business needs.
• Create technical documentation and user guides for Genesys solutions.
• Conduct performance tuning and optimization of Genesys configuration.
• Display ownership and responsibility for the Teams activity.
• Design and implement conversational interfaces for various applications.
• Collaborate with UX/UI designers to enhance chatbot user experience.
• Bot integrations with various platforms and backend systems.
• Continuously improve chatbot understanding and responses based on user feedback.
• Stay updated with the latest trends in conversational AI and machine learning.
• Optimize chatbot performance for speed and responsiveness.
• Address and rectify any issues or bugs in the chatbot's /IVR functioning.
• Participate in code reviews and ensure best practices are followed.

Qualifications for Consideration:

• Collaborate with stakeholders to gather requirements and design custom solutions that leverage Genesys Cloud CX capabilities to improve customer experiences
• Strong hands-on experience in designing, development, and implementation of Architect flows in Multi Channels - Calls, Web Chats/Web Messaging, Callbacks, Workflows and Emails on the Genesys Cloud CX platform.
• Develop and customize applications, integrations, and workflows within the Genesys Cloud CX platform using its API, SDKs, and scripting capabilities
• Integrate Genesys Cloud CX with other systems and data sources, such as CRM systems, webservices, databases, and third-party applications, to create a unified customer experience.
• Configure call and interaction routing strategies to ensure customers are connected to the right agents or resources
• Ability to design conversation flows and optimize user interactions.
• Knowledge of natural language processing and machine learning basics.
• Experience in training and refining chatbot models for better accuracy.
• Strong debugging and troubleshooting skills in Genesys CX platform.
• Excellent communication skills with a focus on end-user experience.

Good to Have: -

• Integration with chatbots on AWS Lex or Amelia is an added advantage.
• Knowledge of coding skills in languages such as Python, Node.js, or similar.