IVR/Chatbot Developer, Digital CX
4 weeks ago
About the job IVR/Chatbot Developer, Digital CX
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.
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.
- 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.
- 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.
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