Technical Lead for AI-Powered Customer Experience
3 weeks ago
We are seeking a highly skilled Technical Lead to join our team at Genesys Cloud Services, Inc. as a Principal Implementation Consultant. This role is responsible for leading the design, development, and testing of customized Self-Service IVR and AI-driven Bot applications across all Genesys platforms.
In this position, you will have the opportunity to work on cutting-edge AI technologies to provide top-class customer experiences using in-house Genesys bots as well as Google, Amazon, and other external platforms. Your services will include software development and architecture design, integration consulting, agile leadership, customer training, team education, and end-to-end delivery ownership.
As a Principal Implementation Consultant, you will often collaborate with our customers (business owners and technical SMEs) and internal Genesys Agile teams. You must possess superb interpersonal and communication skills, as well as the ability to work effectively within a fast-paced environment with tight deadlines.
Responsibilities- Manage project initiatives of strategic importance to the organization.
- Participate in customer workshops and design call flows using our products, adhering to best practices and product nuances.
- Collaborate with Genesys technical teams and business partners to design, develop, and maintain IVRs, NLU intent-based Bots, and routing applications for DTMF and speech interactions.
- Define ASR grammars and tune processes.
- Create accurate development effort estimates in collaboration with the team manager, Professional Services project managers, or regional managers.
- Work on significant and unique issues that require analysis of situations or data, involving an evaluation of broadly-defined variables.
- Present and demonstrate proposed IVR solutions as required.
- Perform knowledge transfer of delivered solutions at engagement conclusion as necessary.
- BS/MS/BA or equivalent in Computer Science, Engineering, or related field preferred.
- 12+ years of experience leading software development/Professional services projects in a technical capacity.
- 10+ years of experience with commercial IVR applications, routing, bots, and development experience in appropriate development tools and advanced Speech Recognition engines.
- 5+ years of experience working with bots on platforms like Google Dialogflow and Amazon Lex, including webhook/fulfillment experience and development skills.
- 5+ years of experience working in an Agile environment.
- Demonstrated experience in a customer-facing role and handled difficult customer situations.
This role offers a market-competitive salary with an estimated annual compensation range of $128,400 - $238,600. Additional benefits include medical, dental, and vision insurance, telehealth coverage, flexible work schedules, and work-from-home opportunities.
About GenesysGenesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating exceptional customer experiences. Our AI-powered Experience Orchestration platform, Genesys Cloud, helps organizations accelerate growth by providing empathetic, personalized experiences at scale.
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