3 days ago
Responsibilities
- Develop and maintain Genesys Cloud Architect flows, Bot Flows, and Workflows for automation and self-service.
- Configure and administer Genesys Cloud divisions, queues, routing profiles, wrap-up codes, users, and roles.
- Build Data Actions, ServiceNow integrations, and workflow automation for internal processes.
- Support agentic AI and conversational capabilities such as knowledge surfacing, summarization, and routing logic.
- Troubleshoot and administer the Genesys Cloud corporate instance and resolve incidents.
- Test automation deployments and monitor platform health, observability data, and logs to investigate failures.
- Document configurations, changes, and troubleshooting procedures.
- Deliver sprint-based backlog items and participate in standups, reviews, and retrospectives.
Requirements
- At least 3 years of experience developing or supporting CCaaS, contact center, or automation solutions.
- Understanding of basic AI/NLU concepts and conversational design principles.
- Familiarity with REST APIs, JSON, and integration development.
- Proficiency in Python, JavaScript, or an equivalent scripting language for API automation and integration testing.
- Exposure to ServiceNow or other workflow automation tools.
- Familiarity with monitoring or logging tools for troubleshooting platform and integration issues.
- Strong problem-solving, communication, collaboration, and willingness to learn in a remote global team environment.
- Preferred qualifications include CX-as-Code and Terraform experience, Genesys Cloud certification, agile sprint-based delivery experience, and familiarity with Agent Copilot, knowledge management, and predictive routing.
Benefits
- Remote/flexible-first work arrangement.
- Mentorship, learning programs, leadership development, and education support.
- Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored family programs.
- Global team environment and flexible ways of working.
Tech Stack
Categories
About Genesys
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems and data across the enterprise to driver customer loyalty, business growth and operational efficiency. We’re building AI where it matters, empowering employees to shape the future of customer experience through meaningful, real-world innovation. To learn more, visit www.genesys.com.