Description

Design and develop intelligent voice bot experiences and IVR call flows in Genesys Cloud Architect for enterprise contact centers.

This role is on-site.

Responsibilities

• Design intuitive, customer-friendly IVR call flows and secure bot behavior logic in Genesys Cloud Architect.
• Implement and troubleshoot integrations using REST and SOAP APIs with JSON and XML payloads.
• Support QA teams by providing flow clarity, expected outcomes, and handling edge cases.
• Participate in post-production incident support, perform root-cause analysis, and drive fixes to resolution.

Required Skills

• 4-6 years of relevant experience in Genesys Cloud IVR/IVA development.
• Proficiency in Genesys Cloud Architect for IVR/IVA and CX implementation.
• Strong understanding of REST APIs and SOAP APIs, including JSON and XML payload handling.
• Experience with SAP PI, XML, and REST API integration.
• Proven problem-solving and analytical thinking to debug call flows and production issues.

Preferred Skills

• Salesforce integration experience.
• Intent model designing for intent recognition in conversational experiences.

Key Skills

Education

Any Graduate