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Engineer

2 months ago

Newark, United States Tata Consultancy Services Full time

Skill: Contact Center Platform Engineer (Genesys)

  • 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.
Responsibilities:
  • Design, Configure, Develop, and Support Conversational IVRs, & 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.
Skill:
  • Genesys Cloud, AWS Lex, Lambda, NodeJS, Python.


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