IVR/Chatbot Developer, Digital CX

4 weeks ago


Jersey City, United States Inizio Partners Full time

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.
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.


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