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Contact Center Platform Engineer

2 months ago

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

Position: Contact Center Platform Engineer (Genesys)

Location: Remote

Duration: Full-time Permanent

Job Type: Onsite

Work Authorization: USC, GC, GC-EAD

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 IVRs and chatbots leveraging Genesys Cloud Architect tool and Amazon Lex & Lambda.

Key Responsibilities
  • Design, configure, develop, and support conversational IVRs and 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).
  • 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 organizations is a plus.
  • Bachelor's in Computer Science or related fields.
Preferred Qualifications
  • Experience with Genesys Cloud Architect tool and Amazon Lex & Lambda.
  • Experience with API/Web Service integrations to back-end systems (REST, JSON, and SQL database).
  • Experience with Inbound & Outbound solutions, QM recording, WFM, Omni-Channel, Analytics, Customer Journeys, and Reporting.