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Contact Center Platform Engineer

2 months ago

Jersey City, United States Tata Consultancy Services Full time

Role :Contact Center Platform Engineer

Job type :Fulltime

Location : Jersey City, NJ


Roles and responsibilities:

Genesys Cloud, AWS Lex, Lambda, NodeJS, Python

5+ years’ of hands-on experience in coding/development in Contact Center platform (Routing/Reporting Call flows, IVR, Conversational AI, ChatBots, Call Recording, WFM etc)

2+ years of experience in Cloud enablement of Contact Center Solutions, especially in migrating from On-prem to CCaaS Cloud solution.

Experience in AWS Lex & Lambda for development of ChatBot

4+ years of IVR Applications and Advanced Speech Recognition engines (ASRs), and hands on development and deployment experience

4+ years of writing code in common programming languages such as NodeJS, Java, .Net, Python

Experience using CICD tools such as BitBucket, Jenkins, AWS Code Pipeline etc

Experience integrating with CRM apps including SalesForce and ServiceNow is a plus

Experience with Genesys-Pure-Cloud or Genesys Engage, hands on implementation, Configuration, deployments to production and support is a plus.

Agile knowledge with SAFe or NWOW framework is preferred

Experience involving digital transformation activities in large organization is a plus

Design, Configure, Develop, and Support Conversational IVR’s, & Chatbots leveraging Genesys Cloud Architect tool and Amazon Lex & Lambda.

Lead implementation of API / Web Service integrations to back-end systems (REST, Json, and SQL database)

Using agile methodologies, partner with product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.

Lead implementation of Inbound & Outbound solutions, QM recording, WFM, Omni-Channel, Analytics, Customer Journeys, and Reporting

Support and maintain existing Avaya Telephony and Contact Center solutions, and demonstrate complex problem-solving skills


Thanks & Regards,

Sweety Singh

Tata Consultancy Services

Mail: singh.sweety2@tcs.com