1 day ago
Base Salary
$136k - $239k/yr
Responsibilities
- Lead strategically important customer initiatives from solution architecture and technical design through development, testing, deployment, and knowledge transfer.
- Architect, develop, and maintain scalable self-service, IVR, conversational AI, generative AI, agentic virtual agent, and routing solutions.
- Facilitate customer workshops and translate business and technical requirements into conversational experiences, call flows, routing strategies, and AI-enabled solutions.
- Integrate Genesys solutions with external systems, APIs, web services, bot platforms, and supporting application components.
- Define and optimize ASR grammars and tune speech-recognition and conversational AI performance.
- Lead technical delivery, define user stories, and guide development, integration, testing, deployment, QA, and UAT practices.
- Present solution architectures and tradeoffs to technical and business stakeholders and provide customer training and knowledge transfer.
- Develop implementation estimates and collaborate with Professional Services, Product, Engineering, project teams, partners, and customers.
- Provide actionable feedback on Genesys APIs, products, documentation, architectures, and implementation experiences.
Requirements
- 10 or more years of experience designing, developing, or delivering commercial IVR, routing, conversational bot, or related customer experience applications.
- 5 or more years of experience developing voice or digital bots with platforms such as Google Dialogflow, Amazon Lex, or comparable conversational AI technologies, including webhook or fulfillment development.
- Experience architecting IVR applications and supporting components such as telephony, web services, caching, prompt servers, ASR, integrations, and operational diagnostics.
- Practical knowledge of generative AI and agentic AI technologies and their application to customer experience use cases.
- Customer-facing technical consulting experience, including handling complex customer situations and serving as a trusted technical advisor.
- Strong software development and integration skills, experience with APIs, advanced speech-recognition technologies, and ASR grammar definition and tuning.
- Ability to independently solve complex technical challenges, evaluate architectural approaches, and communicate clearly with technical and business audiences.
- Experience with Genesys Cloud and Genesys technologies such as Architect, Dialog Engine, Composer, Designer, and Intelligent Automation.
- Experience with Google Dialogflow or Amazon Lex in production environments and conversational bot, intent, and NLU model tuning.
- Programming experience with Java, C#, PHP, or comparable languages.
- A bachelor’s or master’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience, is preferred.
- Relevant Genesys, Google Cloud Platform, or AWS certifications and additional professional language skills are preferred.
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, well-being resources, and regionally tailored family programs.
- Global, flexible-first work environment with work primarily during U.S. business hours and schedule flexibility when customer or team needs require it.
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.