1 day ago
Base Salary
$136k - $239k/yr
Responsibilities
- Manage strategic project initiatives and lead SS&AI team delivery.
- Conduct customer workshops and design digital bot flows using Genesys products and design best practices.
- Design, develop, and maintain routing applications for digital virtual agents and digital agentic virtual agents.
- Create development effort estimates with managers and project or regional leaders.
- Drive user story creation and ownership for IVR, routing, and bot epics with product owners and Scrum Masters.
- Present and demonstrate proposed bot solutions, provide customer training and knowledge transfer, and deliver technical consulting.
- Create and execute call-flow and logic test scripts and provide UAT and QA support using Genesys tools, logs, and reporting.
- Provide product feedback about APIs, products, documentation, and architectures.
- Support escalated customer issues and collaborate with global customers, vendors, internal teams, and technical partners.
Requirements
- BS, MS, BA, or equivalent in Computer Science, Engineering, or a related field is preferred.
- 10+ years of experience with commercial digital CCaaS applications, routing, bots, development tools, and advanced speech recognition engines.
- 6+ years of experience working with digital and/or voice bots on platforms such as Google Dialogflow and Amazon Lex, including webhook and fulfillment development.
- PHP, Java, or C# experience is a plus.
- Demonstrated understanding and effective use of generative and agentic AI tools.
- Demonstrated customer-facing experience, including handling difficult customer situations and providing client consulting leadership.
- Understanding of IVR application architecture, including web components, telephony, caching, prompt servers, ASR, and operational diagnostics.
- Strong analytical programming, problem-solving, communication, writing, and client-consulting skills.
- Ability to work independently, define or create product features, learn new technologies, and work with business and technical audiences in English.
- Ability to work US hours, adjust schedules for customer and team interactions, and travel.
Benefits
- Medical, dental, vision, and telehealth coverage.
- Flexible work schedules and work-from-home opportunities.
- Development, career growth, mentorship, learning, leadership development, and education support.
- Open Time Off, 10 paid holidays, paid volunteer time, and August Free Fridays.
- 401(k) matching, adoption assistance, fertility treatments, and well-being resources.
- The role offers a market-competitive base salary and may include commission or performance-based bonuses.
- The position requires working US hours and offers flexible-first work arrangements.
Tech Stack
Categories
Solutions Engineering
About Genesys
Genesys builds cloud contact center and customer experience software used by enterprises to manage voice and digital interactions, self-service, and workforce engagement. Its Genesys Cloud platform and related tools are sold as subscription services (CCaaS) with AI for routing, automation, and analytics. The company serves more than 8,000 organizations worldwide and is headquartered in Menlo Park, California.