Description

This role focuses on designing and deploying advanced OmniChannel customer interaction solutions using Genesys Cloud CX.

Responsibilities

• Design and implement multichannel self-service IVR and OmniChannel orchestration routing on Genesys Cloud CX.
• Develop and deploy solutions across voice and non-voice applications (chat, SMS, email, bot).
• Implement third-party integrations, including AWS Lambda, Lex, Polly, Workday, and CRM Dynamics.
• Deliver customer interaction solutions leveraging Genesys AI, Agent Copilot, and advanced analytics.
• Provide expertise in Workforce Management (WFM), Reporting, and Analytics using the Genesys developer API.

Required Skills

• 13+ years of professional experience.
• Strong functional and hands-on development expertise with Genesys Cloud CX.
• Experience with Genesys Cloud, WFM, Reporting, and Genesys Developer.
• Proven track record delivering customer-centric interaction solutions.
• Experience with speech recognition and self-service vendors (Amazon, Genesys, Nuance).
• Genesys Cloud CX Certification in one or more areas.

Key Skills

Education

Any Graduate