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Genesys Cloud Engineer

2 months ago

Newark, New Jersey, United States Centraprise Full time
Job Description

Job Title: Contact Center Platform Engineer - Genesys Expert

Job Summary:

We are seeking a highly skilled Contact Center Platform Engineer to join our team at Centraprise. As a Contact Center Platform Engineer, you will be responsible for designing, configuring, developing, and supporting Conversational IVR's, & Chatbots leveraging Genesys Cloud Architect tool and Amazon Lex & Lambda.

Key Responsibilities:

  • 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 systems

Requirements:

  • 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
  • Bachelor's in computer science or related fields

Preferred Qualifications:

  • Experience with Genesys-Pure-Cloud or Genesys Engage, hands on implementation, Configuration, deployments to production and support
  • Agile knowledge with SAFe or NWOW framework
  • Experience involving digital transformation activities in large organization