Engineer

Skill: Contact Center Platform Engineer (Genesys)

• 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.

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 and Contact Center solutions, and demonstrate complex problem-solving skills.

Skill:

• Genesys Cloud, AWS Lex, Lambda, NodeJS, Python.

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