1 day ago
Base Salary
$136k - $239k/yr
Responsibilities
- Manage project initiatives of strategic importance to the organization.
- Lead 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 team managers and Professional Services or regional managers.
- Lead SS&AI delivery and drive user story creation and ownership for IVR, routing, and bot epics.
- Present and demonstrate proposed bot solutions, provide customer training and knowledge transfer, and support end-to-end delivery.
- Create and execute call-flow and logic test scripts and provide UAT and QA support using Genesys tools, logs, and reporting.
- Provide customer technical consulting on deliverables, outcomes, coding best practices, and deployments.
- Collaborate with product, technical, business, vendor, and internal teams and communicate product and architecture feedback.
- Support escalated customer or partner issues as needed.
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 or voice bots on platforms such as Google Dialogflow and Amazon Lex, including webhook or fulfillment development.
- Experience with generative and agentic AI tools, customer-facing consulting, difficult customer situations, and client thought leadership.
- Understanding of IVR application architecture, including web components, telephony, caching, prompt servers, ASR, and operational diagnostics.
- Strong analytical programming and problem-solving skills and the ability to learn new technologies and product features quickly.
- Experience communicating effectively with business and technical audiences in English; additional languages are a plus.
- Experience designing, developing, and supporting agentic AI bots, including decision-making, tool integration, workflow orchestration, memory management, prompt engineering, and LLM-based conversational AI is desirable.
- Practical experience with Genesys Cloud, Architect, Dialog Engine, Composer, Designer, Intelligent Automation, Google Dialogflow, and Amazon Lex is desirable.
- Genesys GCP or AWS certification and bot or intent-tuning experience are desirable.
- Must be able to work US hours, work independently, adapt to flexible schedules, and travel.
Benefits
- Medical, dental, and vision insurance.
- Telehealth coverage.
- Flexible work schedules and work-from-home opportunities.
- Development and career growth opportunities, including mentorship and learning programs.
- Open Time Off plus 10 paid holidays.
- 401(k) matching program.
- Adoption assistance and fertility treatments.
- Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored programs.
- The role may be eligible for commission or performance-based bonus opportunities.
- Must be willing to travel and work US hours; flexible schedules are required.
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.